Customer Support Specialist

<h2>About the Opportunity</h2> <p>We’re looking for multiple Customer Support Specialists to join a busy Client Services team in Sydney CBD. With five positions available and potential for further opportunities, this is a great chance to put your customer service skills to use in a supportive, fast-paced environment, with the potential for longer-term opportunities.</p> <p>This is an initial <strong>6-week assignment</strong>, with the possibility of extension or permanency for the right candidates.</p> <p>Based in Sydney CBD, the role offers a hybrid working arrangement, with approximately two days per week in the office once you’re up and running. Initial training will require <strong>2–3 days in the office</strong> to help you learn the systems, build your product knowledge and gain confidence in the role.</p> <h2>What’s on Offer?</h2> <ul> <li> <p><strong>Pay:</strong> $37.58 per hour + super</p> </li> <li> <p><strong>Location:</strong> Sydney CBD, close to public transport</p> </li> <li> <p><strong>Duration:</strong> Initial 6-week assignment, with potential for extension or permanency</p> </li> <li> <p><strong>Start Date</strong>: ASAP</p> </li> <li> <p><strong>Hours:</strong> Full-time preferred, with part-time options of 3–4 days per week considered</p> </li> <li> <p><strong>Roster:</strong> Likely 8:30 am – 5:00 pm, with operating hours potentially extending from 7:00 am – 7:00 pm</p> </li> <li> <p><strong>Work arrangement:</strong> Hybrid, two days in the office</p> </li> </ul> <h2>About the Role</h2> <p>You’ll join a Client Services team of approximately 12 people, helping manage customer enquiries during a period of increased volumes and ongoing changes to products and services.</p> <p>The role involves a combination of inbound phone support, email enquiries and administrative tasks. You’ll work closely with internal teams to help customers understand processes, navigate their enquiries and access the right information.</p> <p>This is a customer-focused support role rather than a claims processing or financial advice position. You’ll help customers understand general product features and next steps, ensuring enquiries are handled professionally and efficiently.</p> <h2>Key Responsibilities</h2> <ul> <li> <p>Respond to high-volume inbound customer enquiries via phone and email.</p> </li> <li> <p>Assist with general enquiries relating to investment, education and funeral bonds.</p> </li> <li> <p>Explain processes, provide general product information and guide customers through the appropriate next steps.</p> </li> <li> <p>Liaise with internal teams to help resolve customer enquiries.</p> </li> <li> <p>Complete administrative tasks and maintain accurate customer information.</p> </li> <li> <p>Manage challenging conversations professionally, particularly around invoicing, delayed payments and customer concerns.</p> </li> <li> <p>Follow internal procedures, reference guides and step-by-step resources to ensure accurate and consistent support.</p> </li> <li> <p>Take ownership of your learning and build product knowledge as you become more familiar with the role.</p> </li> </ul> <h2>What Does a Typical Day Look Like?</h2> <p>You’ll balance phone-based customer support with email enquiries and administrative work. The wider team handles approximately 100–150 calls per day, alongside around 20–30 email enquiries daily.</p> <p>You’ll need to be comfortable working in a busy environment where priorities can change, customers may be frustrated and new information or processes need to be learned quickly.</p> <h2>About You</h2> <p>We’re looking for resilient, customer-focused individuals who enjoy helping people and can remain calm and professional when handling challenging situations.</p> <p>To be successful, you’ll bring:</p> <ul> <li> <p>Previous experience in customer service, contact centres or a similar customer-facing environment.</p> </li> <li> <p>Confidence handling inbound phone enquiries and a genuine willingness to spend much of your day on the phones.</p> </li> <li> <p>Strong communication skills, empathy and the ability to build rapport with different customers.</p> </li> <li> <p>Excellent conflict resolution skills and the ability to manage difficult conversations professionally.</p> </li> <li> <p>Resilience and the ability to remain composed in a high-volume environment.</p> </li> <li> <p>A proactive, outcome-driven attitude and a willingness to take ownership of your learning.</p> </li> <li> <p>Strong attention to detail and the ability to follow processes and reference guides.</p> </li> </ul> <p>Experience in financial services, banking, superannuation, investments or a similar environment would be advantageous, but is not essential.</p> <h2>Interested?</h2> <p>If you enjoy customer service, thrive in a fast-paced environment and are looking for an opportunity with potential to grow into something longer term, we’d love to hear from you. Apply now to be considered!</p>