Customer Service Representative – Full‑Time Hybrid

About the role

As an Inbound Customer Service Representative you will be the first point of contact for roadside assistance calls, providing calm, professional support to members and helping them get back on the road quickly.

Key responsibilities

• Handle inbound roadside assistance calls with empathy and accuracy.
• Provide clear guidance and reassurance in line with quality standards.
• Maintain accurate records and protect member information.
• Assess member needs and coordinate appropriate services efficiently.
• Collaborate with internal teams to deliver timely outcomes.
• Navigate multiple systems while following established processes.
• Use sound judgement under pressure to create positive member experiences.

Required profile

• Proven customer service experience and a passion for helping people.
• Ability to stay calm and effective in fast‑paced, high‑volume environments.
• Emotional resilience and a positive, can‑do attitude.
• Adaptability to new systems, processes and responsibilities.
• Strong communication, listening and professionalism.
• Self‑motivation and ability to work independently within a remote team.
• Team‑oriented mindset, building relationships both virtually and in‑person.

Required skills

• Proficiency in navigating multiple computer systems.
• Attention to detail and accuracy when handling data.

What we offer

• Competitive pay with shift loadings for early, late, weekend and public holiday shifts.
• 5 weeks annual leave plus a “Me Day” after the first year.
• KPI bonuses after the induction period.
• Large discounts on travel, holidays, groceries, movies, fitness, insurance and more.
• Career pathways across the NRMA group.
• Hybrid working with home‑based days and monthly collaboration days at Sydney Olympic Park or Gosford.