Customer Service ConsultantYour new company Join one of Australia's leading health insurance providers, dedicated to delivering exceptional service and support to its members.
With a solid focus on employee development, collaboration and customer outcomes, this is an opportunity to build a long-term career within a respected and stable organisation.Your new role As a Customer Care & Retention Consultant, you will be the first point of contact for members who are considering cancelling, reviewing or changing their health insurance policy.
You'll play a key role in understanding member needs, resolving concerns and delivering positive outcomes through exceptional customer service.Key responsibilities include:Managing inbound and outbound member enquiriesAssisting members with policy reviews, retention conversations and general enquiriesHandling objections and complaints professionally and empatheticallySupporting members experiencing financial hardship or vulnerable circumstancesAccurately documenting conversations and maintaining detailed recordsWorking across systems including Salesforce and GenesysThis is a fast-paced contact centre environment,



with approximately 30 calls per day and an average handling time of 15 minutes.What you'll need to succeedPrevious customer service or contact centre experienceExcellent verbal and written communication skillsStrong empathy and the ability to build rapport with a diverse range of customersConfidence handling difficult or sensitive conversationsThe ability to talk and type simultaneously while taking accurate notesStrong attention to detail and problem-solving skillsExperience with CRM systems is highly regardedWhat you'll get in return$71,434 + Super (inclusive of 9.5% shift loading)Permanent full-time opportunityComprehensive onboarding and training programHybrid working model following trainingOngoing coaching, monthly development sessions and leadership supportCareer progression opportunities within a leading organisationWhat you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

📌 Member Care Consultant - Retention (Sydney)
🏢 Hays
📍 Sydney