About the 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 prospect to build a long-term career within a respected and secure organisation.

About the 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.

Responsibilities

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

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

Required Skills
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
Strong attention to detail and problem-solving skills

Preferred Skills
Ongoing coaching, monthly development sessions and leadership support
Career progression opportunities within a leading organisation

Pay range and compensation package
$71,434 + Super (inclusive of 9.5% shift loading)
Permanent full-time opportunity
Comprehensive onboarding and training program
Parramatta Location - Hybrid working model following training
Ongoing coaching, monthly development sessions and leadership support
Career progression opportunities within a leading organisation

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

📌 Customer Service Specialist Parramatta
🏢 Hays
📍 Parramatta