Customer Care Specialist - Contact Centre

About the role

ING is recruiting Customer Care Specialists for its Wyong Contact Centre, a team of friendly, knowledgeable voices helping customers with their everyday banking needs. The induction team starts on 27 January 2027 in a fast-paced, digitally transforming environment. Positions are full-time on a 7-day rotating roster including weekends and some public holidays, with 8-hour shifts scheduled between 8:00am and 8:30pm; at least one weekend shift per week (Saturday or Sunday) for 3/4 weekends a month, with preferences available.

Key responsibilities

• Be the first voice customers hear when calling for help, answering queries about banking products and services
• Analyse and solve problems to improve the customer banking experience
• Attend the comprehensive training and induction program (full-time, Monday to Friday for the first 6-8 weeks), then join the Academy Team onboarding with an Academy Leader

Required profile

• Minimum 6 months of work experience in fast-paced, customer-centred environments
• Confident verbal and written communication
• Calm, patient and kind customer service style, resilient under pressure
• Comfortable learning new systems, technology and industry knowledge
• Call centre experience is helpful but not essential

What we offer

• Hybrid work after the Academy program: 2 days per week from home
• Penalty rates: 20% after 8pm, 50% on weekends
• An extra paid annual rest day
• Wellbeing and support programs including income protection insurance and EAP
• Free onsite parking and amenities
• Discounts on ING home loans and health insurance
• Ongoing coaching, career development, study support, IDPs and professional development training

Applications close on Monday 7 December; candidates should attach an updated resume with recent work experience. No agency introductions are accepted.