Customer Service Consultant

Job Description

Customer Service Consultant \n

Be Part of a Supportive Team & Make a Real Difference in People's Lives!

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Are you passionate about delivering exceptional customer service during life's most important moments? Join a proud Australian life insurance provider, where empathy meets expertise and every interaction matters.

Why You'll Love This Role: \n

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• Permanent position with real career growth - Join a genuinely supportive company that values and develops its people.
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• No sales pressure - Focus purely on helping customers with their existing life insurance policies and claims.
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• Competitive salary - $71K base + super
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• Fantastic location - Work in Sydney CBD, directly across from Town Hall station.
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• Customer-centric culture - Be part of a loving, supportive environment that celebrates team wins and individual milestones.
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• Coaching-focused leadership - Work under the Head of Client Services, who is committed to your development and success.
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What You'll Be Doing: \n

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• Handling inbound customer calls and emails with urgency, empathy, and professionalism.
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• Answering policy questions and helping customers feel confident about their life insurance decisions.
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• Supporting customers through difficult conversations with compassion - including those who have lost loved ones.
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• Providing accurate, helpful information while following clear scripted conversations.
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• Keeping detailed records of customer interactions to ensure continuity of care.
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• Working towards team KPIs including answering 90% of calls within 20 seconds.
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• Participating in ongoing training to stay across products and compliance standards.
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• Contributing to the company's supportive team culture where everyone is valued.
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What We're Looking For: \n

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• Genuine passion for customer service - You find fulfilment in helping people during important moments.
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• Clear English communication skills - You can articulate complex information clearly and effectively.
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• Emotional resilience - You can handle sensitive, emotionally challenging conversations with grace and empathy.
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• Contact centre experience highly desirable - Phone-based customer service background is a strong advantage.
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• Australian resident with valid work rights - Visa holders cannot be considered at this time.
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• A team player - You thrive in collaborative environments and want to be part of a tight-knit, supportive culture.
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Important Note: Life insurance experience is beneficial but not essential - we value genuine customer service passion above all. However, be aware that past trauma may make some aspects of this role challenging.

The Details: \n

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• Start date: ASAP
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• Pay: $71,000 base + super
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• Training: up to 4 weeks of incredible training
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• Working Hours: Monday-Friday, rotating roster between 8am-6pm (8-4, 8:30-4:30, 9-5 shifts)
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• Work Arrangement: On site to begin with and then moving to hybrid (1 day WFH)
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Join an Australian life insurance company with a genuinely supportive culture built on family values and community involvement. We're not just colleagues - we're a team that cares about each other.

Join us for: \n

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• Monday and Wednesday 10am company-wide huddles - Stay connected with leadership and the broader team
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• Regular team celebrations - Lunches, EOFY parties, birthday celebrations, and team activities
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• Comprehensive employee benefits - Access to Sonder EAP for you, friends, and family; easy access to nurses for health support; novated lease options
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• Leadership that cares - Work with the team who have built strong, lasting relationships and genuinely invest in their people
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• A culture of recognition - Your contributions are noticed, valued, and celebrated
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Ready to Make a Difference? \n

If you're someone who wants to help people during life's most important moments and thrive in a supportive, team-oriented environment, we'd love to hear from you!

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Apply now and bring your customer service passion to a company that genuinely values empathy, excellence, and making a positive impact every day.