Customer Service Consultant

Seeking energetic and empathetic Customer Service Representatives to support our clients customers through their travel journeys. Whether it's answering policy questions, assisting with claims, or providing reassurance in tough moments - you’ll be the friendly voice they remember.

Working in a busy call centre, you’ll handle a high volume of inbound calls from customers needing assistance with travel insurance policies, claims, or emergencies. This is a role for someone who thrives under pressure, communicates with clarity and compassion, and is passionate about delivering excellent service.

Key Responsibilities

- Answer inbound customer calls with professionalism and care
- Provide accurate information about travel insurance policies and claims
- Assist with policy changes, cancellations, and general enquiries
- Support customers during urgent or distressing travel situations
- Maintain detailed and accurate records in internal systems
- Work collaboratively within a supportive, team-based environment

What We're Looking For

- Previous experience in a high-volume customer service or call centre role
- Strong communication skills with a calm and empathetic approach
- Ability to work across a rotating roster (including evenings, weekends, and public holidays)
- Strong attention to detail and ability to work efficiently under pressure
- Insurance or travel industry experience is a bonus, but not essential
- Work for a well-regarded Travel Insurance Company.
- Progression and development opportunities as the company continues to grow.
- Ongoing training and development.
- Sydney CBD location with work from home flexibility (3 days in office per week).
- Vibrant team culture, working alongside a supportive and friendly team.
- Excellent opportunity for someone to develop in the travel space and liaise with a range of clients.

About the Company





Our client is one of Australia's leading fintech businesses, helping thousands of small and medium-sized businesses with innovative payment and banking solutions. With a collaborative, down-to-earth culture, they invest heavily in their people through structured training, ongoing coaching and clear career pathways. Combining cutting‑edge technology with a genuine customer‑first approach, they're a business where you'll be supported, challenged and encouraged to grow.

About the Role

6 MONTH TEMP ROLE STARTING 6th OCTOBER. SHIFTS BETWEEN 7am - 7pm. 1 in 4 WEEKENDS.

We're looking for multiple Customer Support Consultants to join the team on a 6-month temporary contract starting on 6th October supporting two business-critical projects ahead of a major regulatory deadline. You'll be the first point of contact for customers, handling inbound enquiries, resolving account-related questions and delivering an exceptional customer experience. Full training is provided, making this an excellent opportunity to build your skills and gain experience with a leading fintech organisation.

Duties

- Manage inbound customer enquiries via phone and email
- Assist customers with payment and account-related queries
- Deliver outstanding customer service while meeting quality standards
- Accurately update customer information across internal systems
- Escalate complex enquiries to specialist teams where required
- Build strong customer relationships through clear and empathetic communication
- Contribute to a collaborative,



high-performing team

Skills & Experience

- Previous experience in a customer service or contact centre environment
- Excellent communication and interpersonal skills
- A genuine passion for helping customers
- Strong problem-solving ability and attention to detail
- Confident learning new systems and working in a fast-paced environment
- Financial services experience is advantageous but not essential
- Available to work one in every three weekends following the initial training period

Benefits

- 6 month temp contract with an immediate start
- Comprehensive paid training and structured onboarding
- Hybrid working available once you've completed training and are confident in the role
- Join a supportive team with ongoing coaching and development
- Gain valuable experience with one of Australia's leading fintech organisations
- Multiple positions available with excellent exposure to the fintech industry

Recruitment Process

At Lotus People, we are committed to fostering diversity, equity and inclusion. We encourage applicants from all backgrounds to apply and will ensure a fair and equitable recruitment process.

Every application we receive is reviewed by a real person, never by AI. If your experience aligns with the requirements of the role, a consultant will be in touch within 2–3 business days for an initial phone screen. Shortlisted candidates will then proceed to a virtual interview with the consultant managing the role.

Due to the volume of applications and the specific nature of our briefs, we are unable to take phone enquiries about roles before an application is submitted. We ask that all interested candidates please apply online and wait to hear from us. Rest assured, we respond to every applicant, regardless of the outcome, so you will not be left wondering.

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📌 Customer Service Consultant (Sydney)
🏢 lotuspeople.com.au
📍 Sydney