Phone-Based Customer Service Pro — Hybrid & Flexible

Bourke & Ward; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid working

Two days in the modern offices per wk

Gold AWEI Accreditation 2025

Accredited Family Friendly Workplace

Inclusive leave options

Job summary

AFCA in Sydney is seeking a Customer Service Officer to deliver exceptional phone-based service to consumers, complainants, representatives and AFCA members. The role focuses on understanding issues, providing accurate information and guiding customers through AFCA processes.

This permanent, full-time position supports hybrid work with a five-week onboarding in the office. Candidates should have strong verbal and written communication, empathy, resilience and ability to manage challenging

Qualifications

• Experience in a structured, phone-based customer service environment.
• Strong verbal and written communication skills essential.
• Ability to manage conflict with calm, empathetic approach.
• Comfort with multiple systems and quick learning of processes.

Responsibilities

• Deliver 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.
• Support hybrid work model with on-site onboarding and ongoing office presence as required.

Skills

Phone-based customer service

Communication

Empathy

Resilience

Organisation

Detail orientation

Conflict management

Data entry

Job description

AFCA in Sydney is seeking a Customer Service Officer to deliver exceptional phone-based service to consumers, complainants, representatives and AFCA members. The role focuses on understanding issues, providing accurate information and guiding customers through AFCA processes.

This permanent, full-time position supports hybrid work with a five-week onboarding in the office. Candidates should have strong verbal and written communication, empathy, resilience and ability to manage challenging