Customer Service Representative – Hybrid Full‑Time Role

About the role

As an Inbound Customer Service Representative you’ll be the first point of contact for roadside assistance calls, helping members feel safe, supported, and back on the road quickly. You’ll become the reassuring voice our members rely on.

Key responsibilities

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

Required profile

• Proven customer service experience and a passion for helping people.
• Resilience and composure in fast‑paced, high‑volume environments.
• Emotional resilience with a positive, can‑do attitude.
• Adaptability to new systems, processes and responsibilities.
• Empathy and member‑focused, solutions‑driven support.
• Strong listening, communication and professional discretion.
• Technical confidence with attention to detail when using multiple systems.
• Self‑motivation to work independently within a remote team.
• Team‑oriented mindset, building strong virtual and in‑person relationships.

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.
• Eligibility for 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 days and monthly collaboration days at the office.