Customer Service Officer - Call Centre

Concentrix; Gold Coast City; On-site; AUD 52,000 - 65,000; Full time

Job summary

Concentrix is seeking Customer Service Officers for Robina, QLD. The role handles inbound calls for everyday enquiries in a government services context, with full training and support provided. You'll follow clear steps, protect customer privacy, and guide users through self-service options from a supportive, inclusive team.

Roles include full-time or part-time shifts on rotating rosters. This position emphasizes empathy, clear communication, and helping Australians with important inquiries in a

Qualifications

• No prior call centre experience required.
• You are a good communicator, enjoy helping people, and are willing to learn.

Responsibilities

• Take inbound customer calls following defined steps.
• Ensure personal information privacy and handle data carefully.
• Provide clear guidance on services and assist with self-service options.
• Demonstrate empathy when customers face difficulties and stay calm.
• Participate in comprehensive training and ongoing support.

Skills

Good communication

Empathy

Job description

We’re looking for Customer Service Officers to join our Robina-based team, helping Australians with important everyday enquiries. You’ll speak with customers over the phone, guide them through simple steps, and support them with services that can make a real difference in their lives.

You don’t need previous call centre experience. If you’re a good communicator, enjoy helping people, and are willing to learn, we’ll provide the training and support to help you succeed.

About the Role

This is a permanent, full-time or part-time role based in Robina, QLD. You’ll join a supportive team, take inbound customer calls, and follow clear steps and processes in a secure government services environment.

In this role, you’ll help customers while also making sure their personal information is handled carefully and correctly. You’ll be trained to confirm customer details, follow privacy steps, and provide clear guidance in each call.

• Full Time:Rotating roster, Monday to Saturday, 7:00am - 7:00pm
• Part Time - 25hrs:Rotating roster, Monday to Saturday, 5 hours x 5 days per week
• Part Time - 30hrs:Rotating roster, Monday to Saturday, 6 hours x 5 days per week

About the Account

This role is part of our Government Services team, where you’ll help everyday Australians with important enquiries in a busy contact centre environment. You’ll be supported with training, clear processes, and a team around you while you learn the role.

The work is varied and meaningful. You’ll assist customers with different types of enquiries while following clear privacy, confidentiality, and security processes to make sure information is handled safely.

What to Expect on the Phones

You'll support customers with a broad range of enquiries, including:

• Income reporting and digital service support
• Online account access and troubleshooting
• Identity verification and account enquiries
• Guidance on self-service options
• Address and contact detail updates
• Referrals and warm transfers to specialist teams
• General service and payment enquiries

Some calls may involve customers who are going through difficult circumstances, such as financial hardship or unemployment. You’ll be trained to listen with empathy, stay calm, and communicate clearly, even when the answer may not be what the customer was hoping for.

You’ll receive comprehensive training, ongoing support, and clear procedures to help you confidently manage a wide range of customer interactions while making a genuine difference in people's lives.

Concentrix is dedicated to creating an inclusive and supportive work environment that values diversity in all forms. As an equal opportunity employer, we invite applications from people of all cultures, abilities, backgrounds, and particularly from First Nations communities. Our commitment to equity, diversity, and inclusion ensures that any necessary adjustments during the recruitment process are accommodated, We invite you to discuss any necessary support or adjustments you may need during the recruitment or employment process, assuring that such needs will not impact hiring decisions.