Customer Services Officer - Insurance

About the role

Capricorn, a member-owned organisation serving Australian and New Zealand businesses since 1974, is hiring a Customer Services Officer for its Sales and Services Operations team. You will provide responsive, high-quality support to Members and Suppliers across inbound and outbound calls, email and portal channels, taking ownership of enquiries and resolving matters at first contact.

Key responsibilities

• Handle enquiries by phone, email and portal, delivering accurate responses within agreed service levels
• Follow the complaints and escalation process and keep internal teams informed when issues cannot be resolved immediately
• Maintain clear records of each interaction in CRM and complete accurate system updates in Epicor
• Work closely with Operations, Field Sales and Supply teams to support positive service outcomes

Required profile

• Minimum of two years' experience in a similar customer service or contact centre role
• Highly regarded: contact centre experience within an insurance environment
• A Customer Service Certificate or other relevant customer service training
• Year 10 High School Certificate or equivalent preferred

Required skills

• Strong verbal and written communication, able to engage customers and internal stakeholders
• Good numeracy, accuracy and attention to detail when managing records and system updates
• Ability to stay calm under pressure, manage competing enquiries and escalate unresolved matters appropriately

What we offer

• Hybrid work model for office-based team members
• 14 weeks inclusive paid parental leave and two extra paid days off
• Wellbeing, fitness and lifestyle perks through WHEREFIT and Perkbox
• Learning and development, including training and study assistance
• Purchased leave, salary continuance insurance, social club and novated leasing