Customer Service Representative

MAYDAY Recruitment Group; Parramatta; Hybrid; AUD 65,000 - 71,000; Full time

Benefits offered by this job

Hybrid work arrangement

Shift loading

Office Parramatta location

Full-time permanent position

Job summary

MAYDAY Recruitment Group is partnering with a leading health insurer in Parramatta to recruit a Customer Service Consultant. This full-time role provides a mix of office and home-based work (hybrid) after training, with salary around 65k plus 9.5% shift loading and super.

You will handle inbound customer calls, resolve issues, negotiate retention, and collaborate with leaders to enhance customer loyalty and satisfaction in a busy, client-facing environment.

Qualifications

• Experience in a busy customer-focused environment.
• Front office call centres or administrative/customer service background preferred.
• Strong communication and interpersonal skills with patience, clarity and empathy.

Responsibilities

• Respond to inbound calls from clients and address their needs, complaints, or issues with products.
• Uncover core reasons for policy discharges and frame outcomes to retain customers.
• Utilise negotiation and retention skills to turn disconnection requests into savings or opportunities.
• Take part in training and learning opportunities to improve knowledge of the company and role.
• Strive to meet or exceed all KPIs while delivering excellent customer service.

Skills

Customer service

Call centre experience

Communication

Negotiation

Problem solving

Interpersonal skills

Empathy

Delivery focus

Job description

MAYDAY Recruitment are exciting to be partnering with a leading health Insurer who provide comprehensive health insurance and other covers while offering great personal service, located in Parramatta.

As a Customer Service Consultant, you will deliver exceptional customer service over the phone with the aim of deepening customer loyalty, advocacy and retention and responding to calls in a timely manner.

What's in it for you?

• Full-time permanent position
• $65,000.00 + 9.5% shift loading, + super ($71,000 plus super)
• Lovely offices located in Parramatta.
• Full-time in the office, 09:00 - 6pm Monday - Friday.
• Opportunity to work alongside a fantastic leaders and supportive team members who will foster your professional growth
• Great company benefits
• Hybrid role (3 days work from home once trained)

The role:

• Customer service - Responding to inbound calls from clients and address their needs, complaints, or other issues with products as required.
• Problem solving - Have quality customer discussions to uncover the core reason the customer is looking to discharge their policy, with outcomes structured around to add value and benefit while retaining the customer relationship.
• Negotiation - Utilise proactive persuasive/retention skills to turn requests for disconnection into saves or opportunities.
• Continuous Improvement - Taking part in training and other learning opportunities to expand knowledge of company and position.
• Delivery focus - Understanding and striving to meet or exceed all metrics and KPIs while providing excellent consistent customer service.

The ideal candidate

• Demonstrated experience in a busy customer focused environment.
• Experience in front office call centres, administrative or customer service role.
• Be available to commence employment 9th of November
• Strong communication and interpersonal skills characterised by patience, clarity and empathy at a personal, written and telephone level.
• Ability to use tact, diplomacy and negotiating skills when handling difficult customers to achieve a positive outcome.
• Ability to develop and maintain positive working relationships with internal stakeholders.