We’re looking for Customer Service Officers to join our Robina-based team, helping members of a leading Australian superannuation fund navigate some of life's most important financial milestones.

You'll speak with members over the phone, answer questions about their superannuation, and help guide them through everything from account enquiries to retirement planning and financial hardship support. You'll make a genuine difference by helping people better understand and manage their financial future

You don't need previous contact centre experience. If you're a strong communicator, enjoy helping people, and are willing to learn, we'll provide the training and support you need to succeed.

About the Role

This is a permanent, full-time role based in Robina, QLD. You'll join a supportive team and become the first point of contact for members calling about their superannuation, retirement savings, insurance, and account management needs.

In this role, you'll help members make informed decisions while ensuring personal and financial information is handled with care. You'll receive training on identity verification, privacy requirements, compliance processes, and how to navigate a wide range of member enquiries confidently.

• Full Time: Rotating roster, Monday to Friday, 8:00am - 8:00pm
• Public Holidays: Local and State Public Holidays as required (penalty rates apply)

About the Account

This role supports one of Australia's leading superannuation funds, helping members manage their retirement savings throughout every stage of life. Members may be contacting us for the first time to understand how super works, while others may be planning for retirement or experiencing financial challenges

The role combines customer service, education, and problem-solving. You'll help simplify complex information,



guide members through important decisions, and provide support during significant life events. Strong communication, empathy, and attention to detail are key to success in this workplace

What to Expect on the Phones

You'll support members with a broad range of enquiries, including:

- Account balances, contributions, and personal detail updates

- New member account setup and onboarding

- Explaining how superannuation works in a clear and easy-to-understand way

- Insurance and investment option enquiries

- Retirement planning and superannuation guidance

- Financial hardship and early release application enquiries

- Following up on existing requests and assisting members through next steps

Some conversations can be emotionally sensitive, particularly when members are experiencing financial hardship, uncertainty, or planning for retirement. You'll be trained to listen with empathy, communicate clearly, and provide support while following strict compliance and verification requirements.

You'll receive comprehensive training, ongoing coaching, and the support of an experienced team to help you confidently manage a wide variety of member interactions while making a meaningful difference in people's financial wellbeing.

Concentrix is dedicated to creating an inclusive and supportive work environment that values diversity in all forms. As an equal opportunity employer, we invite applications from people of all cultures, abilities, backgrounds, and particularly from First Nations communities. Our commitment to equity, diversity, and inclusion ensures that any necessary adjustments during the recruitment process are accommodated, We invite you to discuss any necessary support or adjustments you may need during the recruitment or employment process, assuring that such needs will not impact hiring decisions

📌 Customer Service Representative - Call Centre (Gold Coast)
🏢 Concentrix
📍 Gold Coast