Career Overview

This is a critical position within a high‑volume call centre environment. The role requires a confident communicator, strong organisation skills and a commitment to delivering an exceptional customer experience. The position is permanent, full‑time, and works a rotating roster Monday to Friday, 8:45am–8:00pm, with shifts and breaks planned in advance.

Key Responsibilities & Duties

- Answer inbound inquiries efficiently and effectively, resolving customer issues at the first point of contact.
- Deliver exceptional customer service to a diverse customer base across select programs of work.
- Maintain high metrics in schedule adhesion, availability, and wrap‑up times, ensuring consistent coverage during operational hours.
- Take ownership and accountability for driving customer‑centric resolutions to ensure high customer satisfaction and loyalty.
- Maintain accurate records and associated documentation within the card management system.
- Identify recurring patterns or pain points in service requests and suggest ideas to improve workflows and the overall customer experience.
- Adhere to company and partner policies and procedures.
- Liaise with internal teams (e.g. Credit, Collections and Merchant Services Team) for issue resolution.
- Participate in team meetings and training sessions.
- Collaborate with colleagues to achieve team goals and share best practices.

Required Skills and Qualifications

- Motivated individual who wants to be part of a growing and successful company.
- Strong interpersonal skills and commercial acumen.
- Experience working within a high‑volume BPO or corporate call centre environment, or comparable customer service experience.
- Strong understanding of KPIs, ideally with call centre metrics (such as AHT, FCR, and Adherence).




- Analytical skills with a proactive approach to identifying and implementing first contact solutions for customers.
- Outstanding written and verbal communication skills.
- Proficiency or familiarity with Salesforce, Genesys, Gmail/Google Workspace and the Microsoft Office Suite.
- Strong personal resilience and the ability to manage challenging conversations.
- Flexibility to work shifts between 8:45am and 8:00pm (Monday to Friday) and on public holidays as required by the roster.

Competitive Salary & Benefits

- Competitive salary package.
- Supportive and flexible working environment.
- Excellent conditions and employee benefits.
- Flexible work arrangements and additional paid leave for caregiving, wellbeing, family violence, study.
- Employee wellbeing initiatives like the Employee Assistance Program.
- Additional paid leave for caregiving, wellbeing, family violence, study PLUS an extra five personal leave days.
- 17.5% Annual Leave Loading.

Work Environment

The role is located at Melbourne’s West in one of our Youth Projects hubs. Working here will provide a fast‑paced, live‑queue environment and a chance to help at‑risk young people navigate a welcoming space.

Eligibility and Inclusion

We are committed to creating a protected, inclusive and welcoming workplace for all. We actively encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, culturally and linguistically diverse communities, and people of all genders, sexualities and identities, including members of the LGBTIQA+ community.

Employment Terms

Full‑time, permanent, and paid hourly. Working hours Monday to Friday, 8:45am–8:00pm. Rotating roster with shifts and breaks planned in advance. Public holidays covered.

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📌 In-Store Experience Champion – Product Discovery (Melbourne)
🏢 Dan Murphy'S
📍 Melbourne