Hybrid Phone-Based Customer Care Specialist

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

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.