Member Services Specialist

Frog Recruitment; Sydney; Hybrid; AUD 68,000 - 83,000; Full time

Benefits offered by this job

Hybrid work after training

Extensive training

Career development

Inclusive team culture

Job summary

Frog Recruitment is seeking a Customer Service Representative in Sydney to join a growing team within the private health insurance sector. You will be the first point of contact, handling inquiries by phone and email and delivering tailored solutions.

The role offers a structured onboarding, mentorship, and a supportive hybrid work model after training. The position emphasizes building relationships, learning products and processes, and contributing to a positive customer experience across

Qualifications

• Previous experience in customer service, contact centre, health insurance, or other customer-focused environments.
• Excellent verbal and written communication skills.
• A confident and professional phone manner with the ability to build rapport quickly.
• Strong problem-solving skills and a proactive approach to customer enquiries.
• High attention to detail and ability to navigate multiple systems simultaneously.
• Experience using CRM systems and digital platforms.
• Positive, resilient, and eager to learn.

Responsibilities

• Respond to customer enquiries via phone and email in a professional and timely manner.
• Provide accurate and easy-to-understand information to support customer needs.
• Maintain and update customer records across multiple systems.
• Identify opportunities to enhance the customer experience and improve retention outcomes.
• Develop strong knowledge of products, services, and internal processes.
• Collaborate with team members to deliver exceptional service outcomes.
• Participate in ongoing training and professional development initiatives.

Skills

Customer service

Communication skills

Phone etiquette

Problem solving

Attention to detail

CRM systems

Multichannel support

Adaptability

Tools

CRM software

Job description

An exciting opportunity has become available for a Customer Service Representative to join a well-established and growing organisation within the private health insurance sector. Based in Sydney, this is a permanent, full-time position offering a supportive team environment, genuine career development opportunities, and a hybrid working model once training is complete.

About the Role

As part of a high-performing Customer Service team, you'll be the first point of contact for both new and existing customers, delivering outstanding support across phone and email channels. You'll play a key role in creating positive customer experiences, providing tailored solutions, and building lasting relationships. You'll benefit from a structured onboarding program, ongoing mentorship, and continuous training, equipping you with the knowledge and skills needed to succeed and progress within the business.

Key Responsibilities

• Respond to customer enquiries via phone and email in a professional and timely manner
• Provide accurate and easy-to-understand information to support customer needs
• Maintain and update customer records across multiple systems
• Identify opportunities to enhance the customer experience and improve retention outcomes
• Develop strong knowledge of products, services, and internal processes
• Collaborate with team members to deliver exceptional service outcomes
• Participate in ongoing training and professional development initiatives

About You

You are a customer-centric professional who genuinely enjoys helping people and delivering exceptional service. You have strong communication skills, a positive attitude, and the ability to remain calm and solutions-focused when managing enquiries.

Skills & Experience

• Previous experience in customer service, contact centre, retail banking, health insurance, financial services, superannuation, or another customer-focused environment
• Excellent verbal and written communication skills
• A confident and professional phone manner with the ability to build rapport quickly
• Strong problem-solving skills and a proactive approach to customer enquiries
• High attention to detail and ability to navigate multiple systems simultaneously
• Experience using CRM systems and digital platforms
• Positive, resilient, and eager to learn

What's in it for You?

Competitive salary package of $75,000 + a potential annual bonus pending KPI's. Hybrid working arrangement with work-from-home flexibility following training. Extensive training, coaching, and ongoing career development. Join a supportive, inclusive, and collaborative team culture. Build valuable experience within the health insurance sector. Long-term career progression opportunities within a growing organisation.