Customer Service Officer

Trilogy Care; Brisbane; On-site; AUD 75,000 - 80,000; Full time

Benefits offered by this job

KPI-based bonus up to $5,000

Employee assistance program

Modern King Street office near public-

Job summary

Trilogy Care is seeking a confident, compassionate Customer Service Officer to join our Brisbane-based care team. This phone-based role supports older Australians, families and service providers, solving inquiries with empathy and efficiency.

No aged care experience is required, and we provide training to help you grow. You'll work in a busy contact centre, building strong relationships, using CRM and Microsoft tools, and collaborating across teams to ensure a seamless client experience.

Qualifications

• Experience in customer service in a busy phone-based environment.
• Ability to communicate confidently with diverse people.
• Strong listening, problem solving and organisational skills.
• Calm, empathetic approach in fast-paced settings.
• Confidence learning new systems and adapting to different ways of working.

Responsibilities

• Manage inbound and outbound calls and email enquiries in a busy contact centre environment.
• Support older Australians, their families and service providers with questions.
• Take ownership of enquiries, find solutions and follow through to resolution.
• Handle sensitive conversations with patience, empathy and professionalism.
• Collaborate with internal teams and providers to deliver a seamless client experience.
• Keep accurate records using CRM and Microsoft systems while meeting service expectations.

Skills

Customer service experience

Effective communication

Problem solving

Empathy

Adaptability

Job description

Some jobs are about answering calls. This one is about the people on the other end.

At Trilogy Care, every conversation is an opportunity to make someone's day a little easier. Whether it's helping an older Australian navigate their care, reassuring a concerned family member or finding a solution to a tricky situation, the work you do has a real purpose.

We're one of Australia's fastest growing approved Support at Home providers, helping older Australians maintain their independence, choice and confidence while living at home.

We're looking for confident, compassionate Customer Service Officer to join our Care team in Brisbane. You'll work in a busy, energetic, phone based environment where no two conversations are quite the same.

And the best part? You don't need aged care experience. Bring your customer service skills, curiosity and willingness to learn. We'll help you build the rest.

The Role

You’ll be the friendly, reliable voice our clients, families and service providers turn to when they need support. From answering everyday questions to navigating more complex situations, you’ll take ownership of enquiries, find practical solutions and make sure people feel heard and supported. It's a fast paced role that calls for empathy, resilience and a genuine enjoyment of helping people.

What You’ll Do

• Manage inbound and outbound calls and email enquiries in a busy contact centre environment.
• Support older Australians, their families and service providers with questions and concerns.
• Take ownership of enquiries, find solutions and follow through to resolution.
• Handle sensitive conversations with patience, empathy and professionalism.
• Collaborate with internal teams and providers to deliver a seamless client experience.
• Keep accurate records using CRM and Microsoft systems while meeting service expectations.

What You’ll Bring

• Experience in customer service, ideally within a busy phone based environment.
• Confidence communicating with different people and managing challenging conversations.
• Strong listening, problem solving and organisational skills.
• A calm, empathetic approach and the resilience to thrive in a fast paced team.
• Confidence learning new systems and adapting to different ways of working.

Why You’ll Love Working at Trilogy Care

• A rewarding salary: $75,000 + up to $5,000 in KPI based bonuses.
• Work that means something: Help older Australians stay independent and supported in their own homes.
• Room to grow: Build valuable skills in aged care, client relationships and service coordination, with opportunities to develop your career.
• A business that embraces technology: Work with AI, automation and modern systems designed to make everyday work smarter.
• People you’ll enjoy working with: Join a collaborative, energetic team that celebrates wins and supports one another.
• A great place to work: Enjoy our modern King Street office, conveniently located near public transport, regular team events and celebrations.
• Support when you need it: Access our Employee Assistance Program for you and your immediate family.

Why Trilogy Care?

• $75,000 + up to $5,000 KPI-based bonus
• Transfer your customer service experience into a meaningful career
• Learn about aged care while developing your professional skills
• Work with AI, automation and innovative technology
• Genuine career progression and development opportunities
• Supportive, collaborative and energetic team environment
• Modern King Street office close to public transport
• Regular team events and celebrations

Please Note

You’ll need full Australian work rights to join our team. As part of our standard recruitment process, we’ll conduct a working rights check, police check and request professional references during onboarding.