Customer Service Officer

About the role

We are expanding our Contact Centre team at CareSuper and are looking for a Customer Service Officer to join us in Melbourne or Hobart. In this role you will assist members, employers and third‑party partners via phone, email and chat, providing clear and empathetic guidance on superannuation matters.

Key responsibilities

• Respond to inbound enquiries across phone, email and chat, aiming for first‑contact resolution.
• Provide accurate information to help members make informed decisions about their super.
• Handle routine as well as complex or sensitive queries with professionalism.
• Make outbound calls for follow‑up, member engagement and business support activities.
• Meet performance metrics related to quality, resolution and productivity.
• Contribute to a collaborative team environment and suggest process improvements.

Required profile

• Experience in a customer‑facing role, preferably within financial services or superannuation.
• Strong verbal and written communication skills with the ability to build rapport quickly.
• Resilience and confidence to manage challenging or sensitive situations with empathy.
• Attention to detail and ability to handle multiple interactions in a fast‑paced, structured environment.

Required skills

What we offer

• Hybrid working arrangement with time in the office for collaboration and development.
• Ongoing training and exposure to a wide range of member scenarios.
• Competitive superannuation benefits including 15% superannuation contribution and 5 weeks annual leave.