Customer Service Consultant Your 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 enquiries
- Assisting members with policy reviews, retention conversations and general enquiries
- Handling objections and complaints professionally and empathetically
- Supporting members experiencing financial hardship or vulnerable circumstances
- Accurately documenting conversations and maintaining detailed records
- Working across systems including Salesforce and Genesys This 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 succeed - Previous customer service or contact centre experience

- Excellent verbal and written communication skills
- Strong empathy and the ability to build rapport with a diverse range of customers
- Confidence handling difficult or sensitive conversations
- The ability to talk and type simultaneously while taking accurate notes
- Robust attention to detail and problem-solving skills
- Experience with CRM systems is highly regarded What you'll get in return - $71,434 + Super (inclusive of 9.5% shift loading)
- Permanent full-time opportunity
- Comprehensive onboarding and training program
- Hybrid working model following training
- Ongoing coaching, monthly development sessions and leadership support
- Career progression opportunities within a leading organisation What 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. #3022655

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