Guest Experience Host — Bar & Café Floor

Kahii 364 Pty Ltd; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Additional and inclusive leave options

Job summary

AFCA is seeking Customer Service Officers for a permanent, ongoing role to deliver exceptional phone-based support to consumers, complainants, representatives and AFCA members. You will handle inquiries, provide accurate information, and guide customers through AFCA processes in a structured, high-volume environment.

Strong verbal and written communication, empathy, and conflict de-escalation are essential.

Qualifications

• Experience in a structured phone-based customer service environment.
• Experience from banking/financial services or high-volume contact centre.
• Strong verbal and written communication; ability to manage conflict.
• Experience with scams highly regarded.

Responsibilities

• Provide exceptional phone-based customer service to consumers, complainants, representatives and AFCA members.
• Interact directly with complainants to understand issues, provide accurate information, and guide them through AFCA processes.

Job description

We are 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.

• 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

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. You will bring experience from a banking and financial services, superannuation, insurance, or similar high-volume contact environment. Any experience with scams will be highly regarded.

Strong verbal and written communication skills are essential, along with the ability to manage conflict and navigate difficult interactions in a calm and empathetic manner.

You should also have strong computer literacy and be comfortable working across multiple systems, with the ability to quickly learn new processes and technology. Adaptability is key, as is the ability to manage competing demands in a fast-paced environment.

Additional Information

• Gold AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with two days a week in our modern-offices designed for collaboration and wellbeing.
• Additional and inclusive leave options – Flexible public holidays, gender affirmation leave, women’s health leave, and bonus paid time off over the end of year holiday period.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at emailprotected.

At AFCA we are dedicated to providing our employees with a conducive workplace environment that promotes diversity and inclusion. We are an equal opportunity employer and welcome applications from all backgrounds.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.