Customer Service Consultant

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

Benefits offered by this job

Sonder EAP for you, friends and family

Nurses for health support

Novated lease options

Job summary

Weploy in Sydney is hiring for a customer service role that emphasizes empathy and genuine care for clients during important life moments. The position is permanent with real career growth and no sales pressure, based in Sydney CBD with on-site start and a move to hybrid work (1 day WFH).

You’ll handle inbound calls and emails, answer policy questions, and support customers through difficult conversations, including bereavement scenarios, while following scripted guidelines and maintaining

Qualifications

• Genuine passion for customer service.
• Clear English communication skills.
• Emotional resilience to handle sensitive conversations.
• Contact centre experience highly desirable.
• Australian resident with valid work rights.
• A team player who thrives in a collaborative culture.

Responsibilities

• 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.

Skills

Customer service

Empathy

Clear English

Emotional resilience

Contact centre experience

Australian work rights

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