Customer Service Representative (Inbound Contact Centre)

The NRMA; Gosford; On-site; AUD 60,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Shift loadings for early, late, and weekend shifts

5 weeks annual leave

KPI bonuses

Discounts on travel, groceries, and more

Career pathways across NRMA

Hybrid working model

Job summary

A leading Australian roadside assistance provider is seeking an Inbound Customer Service Representative for a full-time permanent role. This hybrid position based in Gosford involves handling roadside assistance calls, ensuring members feel supported. Candidates should have a passion for customer service, emotional resilience, and good communication skills. Enjoy benefits like five weeks of annual leave and discounts on travel and leisure activities. If you are ready to help keep Australia moving, apply today!

Qualifications

• Proven experience in customer service, preferably in a contact center.
• Ability to maintain calm under pressure in a high-volume environment.
• Strong listening and communication skills.

Responsibilities

• Handle inbound roadside assistance calls professionally and accurately.
• Maintain accurate records of member information.
• Assess member needs and coordinate appropriate service.

Skills

Customer Service Experience

Emotional Resilience

Adaptability

Communication Skills

Technical Confidence

Self-Motivation

Teamwork

Job description

Start date 20 April 2026 | Full-time Permanent role, Afternoon Shifts | Hybrid (Gosford/ Work from Home)

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: 20th April 2026
• Hours: Full time Permanent position (35 hours per week)
• Roster: Full commitment to a 3-week rotational roster between the hours of 12pm 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.

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

Ready to Keep Australia Moving?

Apply today! You’ll complete a few screening questions and an online assessment as the first step and be invited to a virtual information session and further interview processes if shortlisted further.

If you require any adjustments during the recruitment process, please contact our Talent Acquisition Specialist as part of the information session.

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 Australians, 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.