Customer Service Officer/Internal Sales

Ck Recruitment Pty Ltd; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

5‑week onboarding

Competitive salary

Performance-based bonus

Flexible hybrid schedule (3 days in, 2

WFH after 6 months

Employee Assistance Program

Discounted health insurance

Wellbeing benefits

Volunteer leave

Lifestyle benefits

Complimentary breakfast

End-of-Trip facilities

Job summary

AFCA is seeking Customer Service Officers in Sydney for a permanent, full‑time role focusing on delivering excellent phone‑based support to consumers, complainants, representatives and AFCA members. You will guide customers through AFCA processes with a calm, empathetic approach.

The position offers a hybrid work model (3 days in office, 2 days WFH) and a rotational salary based on experience, plus onboarding and benefits.

Qualifications

• Experience in a structured, phone-based customer service environment.
• Experience in banking, financial services, superannuation, insurance or a similar high-volume contact environment is preferred.
• Strong verbal and written communication skills and the ability to manage conflict calmly and empathetically.
• Experience with scams will be highly regarded.

Responsibilities

• Deliver exceptional phone-based customer service to consumers, complainants, representatives and AFCA members.
• Guide customers through AFCA processes and provide accurate information.

Job description

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free, fair and independent help with financial disputes. Since its inception it has received more than 634,000 complaints and has secured $2.1 billion in compensation for consumers. AFCA employs over 1,600 dedicated professionals.

Job Description

We’re looking for Customer Service Officers to join our team on a permanent and ongoing basis at AFCA. The primary function of this role is to deliver exceptional phone‑based customer service to consumers, complainants, representatives, and AFCA members. As a Customer Service Officer, you’ll interact directly with complainants to understand their issues, provide accurate information, and guide them through the AFCA processes.

Success Factors

• Technical: Phone based customer service skills, basic computer skills, data entry, chat management, de‑escalating conflict
• Capabilities: customer focus, communication (verbal and written), empathy, resilience, organisation, process and detail orientation
• Experience: customer service, defusing conflict and managing difficult interactions, inbound contact centre (desired)
• Attributes: friendly and service‑oriented, empathetic, team player, self‑motivated and learning agility, results‑driven, patient, stable and consistent

Qualifications

To be successful in this role you should have demonstrated experience in a structured, phone‑based customer service environment, ideally within a customer contact centre setting. Experience in banking, financial services, superannuation, insurance or a similar high‑volume contact environment is preferred. Strong verbal and written communication skills and the ability to manage conflict and navigate difficult interactions in a calm and empathetic manner are essential. Experience with scams will be highly regarded.

Benefits and Perks

• Hybrid working arrangements available
• Full‑time attendance in the office required for 5‑week onboarding
• Competitive salary based on experience
• Performance‑based bonus and incentive opportunities
• Flexible hybrid working arrangements (3 days office, 2 days WFH after 6 months) and “Dress for Your Day” culture
• Employee Assistance Program (EAP), discounted health insurance and wellbeing benefits
• Paid volunteering leave, additional leave purchase options and other lifestyle benefits
• Complimentary breakfast, fresh fruit and employee discounts
• End‑of‑Trip facilities available for bicycle storage and showers with lockers, towels and hair dryers provided

Location and Working Hours

Job based in Sydney. Hybrid model: 3 days in office, 2 days to work from home. Full‑time attendance for 5‑week onboarding. Permanent and ongoing basis. Compensation: Rotationally determined salary based on experience.