Customer Service Consultant

Weploy; Sydney; Hybrid; AUD 64,000 - 78,000; Full time

Benefits offered by this job

Employee benefits

Sonder EAP access

Nurses health support access

Novated lease options

Hybrid work arrangement

Job summary

Weploy, an Australian life insurance provider, seeks a customer service professional to join a supportive team and help customers during important moments. The role emphasizes inbound calls and emails, empathy, and accurate information with no sales pressure.

Based in Sydney, the position starts on-site and moves to hybrid; training lasts up to four weeks. Salary is $71K base plus super, with team celebrations and comprehensive employee benefits.

Qualifications

• Genuine passion for customer service.
• Clear English communication.
• Emotional resilience for sensitive conversations.
• Australian resident with valid work rights.

Responsibilities

• Handle inbound customer calls and emails with urgency, empathy, and professionalism.
• Answer policy questions and help customers feel confident about life insurance decisions.
• Support customers through difficult conversations with compassion, including those who have lost loved ones.
• Provide accurate, helpful information following scripted guidelines.
• Keep detailed records of interactions to ensure continuity of care.
• Work towards team KPIs, e.g., answering 90% of calls within 20 seconds.
• Participate in ongoing training to stay across products and compliance standards.
• Contribute to a supportive team culture.

Skills

Customer service

Clear English

Emotional resilience

Contact centre experience

Team player

Job description

Be Part of a Supportive Team & Make a Real Difference in People's Lives!

Are you passionate about delivering exceptional customer service during life's most important moments? Join a proud Australian life insurance provider, where empathy meets expertise and every interaction matters.

Why You'll Love This Role:

• Permanent position with real career growth – Join a genuinely supportive company that values and develops its people.
• No sales pressure – Focus purely on helping customers with their existing life insurance policies and claims.
• Competitive salary – $71K base + super
• Fantastic location – Work in Sydney CBD, directly across from Town Hall station.
• Customer-centric culture – Be part of a loving, supportive environment that celebrates team wins and individual milestones.
• Coaching-focused leadership – Work under the Head of Client Services, who is committed to your development and success.

What You'll Be Doing:

• Handling inbound customer calls and emails with urgency, empathy, and professionalism.
• Answering policy questions and helping customers feel confident about their life insurance decisions.
• Supporting customers through difficult conversations with compassion – including those who have lost loved ones.
• Providing accurate, helpful information while following clear scripted conversations.
• Keeping detailed records of customer interactions to ensure continuity of care.
• Working towards team KPIs including answering 90% of calls within 20 seconds.
• Participating in ongoing training to stay across products and compliance standards.
• Contributing to the company's supportive team culture where everyone is valued.

What We're Looking For:

• Genuine passion for customer service – You find fulfilment in helping people during important moments.
• Clear English communication skills – You can articulate complex information clearly and effectively.
• Emotional resilience – You can handle sensitive, emotionally challenging conversations with grace and empathy.
• Contact centre experience highly desirable – Phone-based customer service background is a strong advantage.
• Australian resident with valid work rights – Visa holders cannot be considered at this time.
• A team player – You thrive in collaborative environments and want to be part of a tight-knit, supportive culture.

Important Note: Life insurance experience is beneficial but not essential – we value genuine customer service passion above all. However, be aware that past trauma may make some aspects of this role challenging.

The Details:

• Pay: $71,000 base + super
• Training: up to 4 weeks of incredible training
• Work Arrangement: On site to begin with and then moving to hybrid (1 day WFH)

Join an Australian life insurance company with a genuinely supportive culture built on family values and community involvement. We're not just colleagues – we're a team that cares about each other.

• Monday and Wednesday 10am company-wide huddles – Stay connected with leadership and the broader team
• Regular team celebrations – Lunches, EOFY parties, birthday celebrations, and team activities
• Comprehensive employee benefits – Access to Sonder EAP for you, friends, and family; easy access to nurses for health support; novated lease options
• Leadership that cares – Work with the team who have built strong, lasting relationships and genuinely invest in their people
• A culture of recognition – Your contributions are noticed, valued, and celebrated

Ready to Make a Difference?

If you're someone who wants to help people during life's most important moments and thrive in a supportive, team-oriented environment, we'd love to hear from you!