Inbound Roadside Support Specialist (Hybrid)

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

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.