Customer Service Consultant

About the role

Mayday Recruitment is recruiting on behalf of a leading health insurer based in Parramatta. As a Customer Service Consultant, you will handle inbound calls from clients, addressing their needs, complaints and other product-related issues, with the aim of deepening loyalty, advocacy and retention. The position is full-time, permanent and based in the office, 09:00 to 6pm Monday to Friday, with a hybrid option of three days working from home once trained.

Key responsibilities

• Respond to inbound calls from clients and address their needs, complaints or other issues with products.
• Have quality discussions to find out why a customer wants to cancel their policy, and structure outcomes so the customer relationship is retained.
• Use persuasive, retention-focused skills to turn requests for disconnection into saves or opportunities.
• Take part in training and learning to expand knowledge of the company and the position.
• Meet or exceed all metrics and KPIs while delivering consistent, excellent customer service.

Required profile

• Demonstrated experience in a busy, customer-focused environment.
• Experience in a front-office call centre, administrative or customer service role.
• Available to start on 9 November.

Required skills

• Strong communication and interpersonal skills, with patience, clarity and empathy in person, in writing and on the phone.
• Tact, diplomacy and negotiation skills when dealing with difficult customers.
• Ability to build positive working relationships with internal stakeholders.

What we offer

• Pay of $65,000 plus 9.5% shift loading and superannuation ($71,000 plus super).
• Office in Parramatta, full-time in the office Monday to Friday.
• Supportive team and leadership that fosters professional growth.
• Company benefits and a hybrid arrangement of three days from home once trained.