Customer Service Consultant – High‑Volume Insurance Contact Centre

About the role

Join a leading insurance brand as a Customer Service Consultant in a fast‑paced, high‑volume inbound contact centre located in Brisbane CBD. You will handle time‑critical, often emotive customer interactions while meeting clear performance targets in a KPI‑driven environment.

Key responsibilities

• Answer a high volume of inbound calls, providing accurate and empathetic assistance.
• Navigate 3‑5 computer systems simultaneously while maintaining data integrity.
• Meet and exceed KPIs such as average handling time, quality scores, and adherence.
• Escalate complex issues according to established procedures.
• Participate in ongoing coaching and performance reviews.

Required profile

• Proven experience in a high‑volume, phone‑based contact centre.
• Demonstrated reliability, consistent attendance and solid tenure.
• Resilient and able to manage difficult or emotional customer interactions.
• Willingness to work a rotating roster across a 7‑day operation.
• Unrestricted Australian work rights and ability to pass a police check.

Required skills

What we offer

• $37.13 per hour plus superannuation, penalty rates and overtime.
• Modern CBD office close to Central Station.
• Structured training with ongoing coaching and clear performance frameworks.
• Supportive team culture with experienced leaders.
• Opportunity to work for a stable, globally recognised insurance brand.