Customer Service Representative (Contact Centre)- Full Time, Hybrid Opportunity

The NRMA; Gosford; Hybrid; AUD 55,000 - 65,000; Full time

Benefits offered by this job

5 weeks annual leave

KPI bonuses

Hybrid working

Travel discounts

Job summary

NRMA is hiring an Inbound Customer Service Representative to be the first point of contact for roadside assistance calls. You will support our members with empathy and clear communication, helping them feel safe and back on the road quickly.

This role offers hybrid work and training to become proficient with NRMA systems. The position emphasizes customer-centric service, teamwork, and the ability to manage high volumes during peak periods.

Qualifications

• Proven customer service experience and a passion to help people (training provided).
• Ability to remain calm and resilient in fast-paced, high-volume environments.
• Empathetic, member-focused support with professional communication.

Responsibilities

• Handle inbound roadside assistance calls calmly and accurately.
• Reassure members and provide concise guidance per quality standards.
• Maintain accurate records and handle member information confidentially.
• Assess member needs and coordinate the appropriate service efficiently.
• Collaborate with internal teams to deliver timely outcomes.
• Navigate multiple systems while following processes and procedures.
• Use sound judgement under pressure to deliver positive member experiences.

Skills

Customer service

Resilience

Empathy

Adaptability

Communication

Attention to detail

Remote teamwork

Tools

CRM systems

Job description

We’re one of Australia’s most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That’s why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

Job Description

As an Inbound Customer Service Representative, you’ll be the first point of contact for roadside assistance calls - helping people feel safe, supported, and back on the road quickly. Become the reassuring voice our members rely on.

Build meaningful skills, grow your career, and make a real impact every day!

The important details!

• Start Date: 9th November 2026
• Roster: Full commitment to a 3-week rotational roster between the hours of 5am midday-12am midnight, Monday to Sunday (including public holidays). Please note the rosters and/or hours are not negotiable.
• Location: Hybrid working: Working from home with collaboration & engagement days each month within our offices at either Sydney Olympic Park or Gosford. Must live within 100km from central Gosford and willing to come into Sydney Olympic Park during the training period.
• Holiday/Leave Requests: Please note unfortunately we are unlikely able to support any leave requests between mid-November until end of Feb 2027, due to peak period.

What You’ll Do

• Customer Empathy: Handle inbound roadside assistance calls calmly, professionally, and accurately.
• Clear Communication: Reassure members and provide concise guidance in line with quality standards.
• Data Integrity: Maintain accurate records and handle member information confidentially.
• Critical Thinking: Assess member needs and coordinate the appropriate service efficiently.
• Collaboration: Work with internal teams to deliver timely outcomes.
• Systems Proficiency: Navigate multiple systems while following processes and procedures.
• Problem Solving: Use sound judgement under pressure to deliver positive member experiences.

What You’ll Bring

• Customer Service Experience and Passion: Proven experience working in customer service and a passion to help people. Previous contact centre experience is welcomed but not essential – we will provide you training!
• Resilience & Composure: Perform effectively in fast‑paced, high‑volume environments while remaining calm under pressure.
• Emotional Resilience: Maintain focus through challenges, quickly recovering with a positive, can‑do attitude.
• Adaptability: Embrace change and confidently adopt new systems, processes, and responsibilities.
• Empathy & Member Focus: Deliver empathetic, solutions‑driven support so every member feels heard and supported.
• Communication & Professionalism: Apply strong listening and communication skills with discretion and professionalism.
• Technical Confidence & Accuracy: Navigate multiple systems efficiently with strong attention to detail.
• Self‑Motivation: Work independently and proactively within a remote team environment.
• Team Connection: Value teamwork and actively build strong relationships both virtually and in person.

Why You’ll Love This Role

• Great pay + shift loadings for early, late, weekend and public holiday shifts
• 5 weeks annual leave + a “Me Day” after your first year of service
• Eligibility for KPI bonuses (after induction period)
• Huge discounts on travel, holidays, groceries, movies, fitness, insurance & more
• Career pathways across NRMA - many leaders started here
• Hybrid working: Working from home with collaboration & engagement days each month within our offices at either Olympic Park or Gosford

All successful applicants will be subject to full ongoing Australian work rights and required to complete satisfactory pre‑employment checks.

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.