Customer Service Specialist

About the role

Join a leading Australian health insurance provider as a Customer Care & Retention Consultant. You will be the first point of contact for members considering policy changes, cancellations or reviews, delivering exceptional service and positive outcomes.

Key responsibilities

• Manage inbound and outbound member enquiries.
• Assist members with policy reviews, retention conversations and general enquiries.
• Handle objections and complaints professionally and empathetically.
• Support members experiencing financial hardship or vulnerable circumstances.
• Accurately document conversations and maintain detailed records.

Required profile

• Previous customer service or contact centre experience.
• Excellent verbal and written communication skills.
• Strong empathy and ability to build rapport with diverse customers.
• Confidence handling difficult or sensitive conversations.
• Ability to talk and type simultaneously while taking accurate notes.
• Strong attention to detail and problem‑solving skills.

Required skills

• None specified beyond general customer service competencies.

What we offer

• Salary $71,434 + Super (inclusive of 9.5% shift loading).
• Permanent full‑time position.
• Comprehensive onboarding and training program.
• Hybrid working model based in Parramatta after training.
• Ongoing coaching, monthly development sessions and leadership support.
• Career progression opportunities within a leading organisation.