Customer Service Representative

Are you passionate about helping people and delivering exceptional customer service? Join a well-established customer service team where you’ll play an important role in supporting customers when they need it most.

As a Customer Service Representative, you’ll be the first point of contact for customers requiring roadside assistance, providing practical solutions, reassurance and a positive customer experience.

About the Role

In this role, you’ll handle inbound customer enquiries, assess individual needs and coordinate appropriate roadside assistance solutions. You’ll be responsible for delivering high-quality service while identifying opportunities to recommend relevant products and services.

Key responsibilities include:

• Responding to inbound calls from members and non-members requiring roadside assistance.
• Providing empathetic, solution-focused support, including managing urgent or potentially unsafe situations in line with established procedures.
• Assessing customer needs and recommending appropriate products and services, including membership upgrades and battery services.
• Handling customer enquiries, resolving issues and managing objections professionally.
• Accurately updating customer records and service requests across internal systems.
• Meeting performance targets relating to call handling, quality assurance and customer satisfaction.
• Supporting general administration and collaborating with colleagues to deliver an excellent customer experience.

About You

You’re a customer-focused individual who enjoys helping others and thrives in a fast-paced environment. You’ll bring a positive attitude, strong communication skills and the ability to remain calm and professional when managing challenging interactions.

To be successful, you’ll demonstrate:

• Previous experience in a customer service environment.
• Excellent verbal communication and active listening skills.
• Strong empathy, resilience and emotional intelligence.
• Sound judgement and problem-solving abilities.
• Confidence learning new systems, technology and processes.
• Strong attention to detail and accurate data entry skills.
• A collaborative mindset and the ability to adapt to changing priorities.

Previous contact centre experience is advantageous but not essential for candidates who demonstrate strong transferable customer service skills.

What's on Offer?

• Hybrid working arrangements, combining office and work-from-home opportunities.
• Structured training and ongoing development.
• The opportunity to work for a well-established Australian organisation.
• Opportunities to develop your skills and explore future career pathways within the contact centre.

Working Arrangements

• Rotating roster, with shifts between 5:00 am and midnight.
• Flexibility to work a variety of shifts as required by business needs.
• Hybrid working, with office attendance as required.

If you’re passionate about helping people, enjoy solving problems and want to make a positive difference to the customer experience, we’d love to hear from you!