Customer Service Representative – Hybrid Contact Centre Role

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 while protecting member confidentiality.
• Assess member needs and coordinate appropriate services efficiently.
• Collaborate with internal teams to deliver timely outcomes.

Required profile

• Proven customer service experience and a passion for helping people.
• Ability to stay calm and composed in fast‑paced, high‑volume environments.
• Strong emotional resilience and a positive, can‑do attitude.
• Adaptability to new systems, processes and responsibilities.
• Excellent communication skills with professionalism and discretion.

Required skills

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

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 – remote work with monthly collaboration days at Sydney Olympic Park or Gosford.