Customer Service Consultant

Kennedy Reid Pty; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Sydney CBD location

Work from home flexibility

Uncapped commission

Job summary

Kennedy Reid Pty is seeking energetic and empathetic Customer Service Representatives to assist clients on travel journeys, addressing policy questions, claims, and reassuring customers in difficult moments.

You will work in a busy call centre handling high-volume inbound calls about travel insurance policies, claims, or emergencies, thriving under pressure with clear, compassionate communication and a passion for service.

Qualifications

• Previous experience in a high-volume customer service or call centre role.
• Strong communication skills with a calm and empathetic approach.
• Ability to work across a rotating roster including evenings, weekends and public holidays.

Responsibilities

• Answer inbound customer calls with professionalism and care.
• Provide accurate information about travel insurance policies and claims.
• Assist with policy changes, cancellations, and general enquiries.
• Support customers during urgent or distressing travel situations.
• Maintain detailed and accurate records in internal systems.
• Work collaboratively within a supportive, team-based environment.

Skills

Customer service

Call centre experience

Communication

Empathy

Tools

CRM software

Job description

Seeking energetic and empathetic Customer Service Representatives to support our clients customers through their travel journeys. Whether it's answering policy questions, assisting with claims, or providing reassurance in tough moments — you’ll be the friendly voice they remember.

About the Role Working in abusy call centre, you’ll handle a high volume of inbound calls from customers needing assistance with travel insurance policies, claims, or emergencies. This is a role for someone who thrives under pressure, communicates with clarity and compassion, and is passionate about delivering excellent service.

Key Responsibilities

• Answer inbound customer calls with professionalism and care
• Provide accurate information about travel insurance policies and claims
• Assist with policy changes, cancellations, and general enquiries
• Support customers during urgent or distressing travel situations
• Maintain detailed and accurate records in internal systems
• Work collaboratively within a supportive, team-based environment

What We're Looking For

• Previous experience in a high-volume customer service or call centre role
• Strong communication skills with a calm and empathetic approach
• Ability to work across a rotating roster (including evenings, weekends, and public holidays)
• Strong attention to detail and ability to work efficiently under pressure
• Insurance or travel industry experience is a bonus, but not essential

Benefits

• Work for a well-regarded Travel Insurance Company.
• Progression and development opportunities as the company continues to grow.
• Ongoing training and development.
• Sydney CBD location with work from home flexibility (3 days in office per week).
• Vibrant team culture, working alongside a supportive and friendly team.
• Great opportunity for someone to develop in the travel space and liaise with a range of clients.
• 65k + super + uncapped commission.