Customer Service Consultant/n Your new company /n Join one of Australia's leading health insurance providers, dedicated to delivering exceptional service and support to its members. With a strong focus on employee development, collaboration and customer outcomes, this is an chance to build a long-term career within a respected and stable organisation. /n Your new role /n 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.

/n Key responsibilities include: /n /n

- Managing inbound and outbound member enquiries

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- Assisting members with policy reviews, retention conversations and general enquiries

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- Handling objections and complaints professionally and empathetically

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- Supporting members experiencing financial hardship or vulnerable circumstances

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- Accurately documenting conversations and maintaining detailed records

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- Working across systems including Salesforce and Genesys

/n This is a fast-paced contact centre environment, with approximately 30 calls per day and an average handling time of 15 minutes./n





/nWhat you'll need to succeed/n

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- Previous customer service or contact centre experience

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- Excellent verbal and written communication skills

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- Strong empathy and the ability to build rapport with a diverse range of customers

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- Confidence handling difficult or sensitive conversations

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- The ability to talk and type simultaneously while taking accurate notes

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- Strong attention to detail and problem-solving skills

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- Experience with CRM systems is highly regarded

/n What you'll get in return/n /n

- $71,434 + Super (inclusive of 9.5% shift loading)

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- Permanent full-time opportunity

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- Comprehensive onboarding and training program

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- Hybrid working model following training

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- Ongoing coaching, monthly development sessions and leadership support

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- Career progression opportunities within a leading organisation

/n What you need to do now /n

/nIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now./n

/nIf 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./n

/n#3022655/n

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