Job Description
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 opportunity 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 /n
- Assisting members with policy reviews, retention conversations and general enquiries /n
- Handling objections and complaints professionally and empathetically /n
- Supporting members experiencing financial hardship or vulnerable circumstances /n
- Accurately documenting conversations and maintaining detailed records /n
- 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 /n /n
- Previous customer service or contact centre experience /n
- Excellent verbal and written communication skills /n
- Strong empathy and the ability to build rapport with a diverse range of customers /n
- Confidence handling difficult or sensitive conversations /n
- The ability to talk and type simultaneously while taking accurate notes /n
- Strong attention to detail and problem-solving skills /n
- 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) /n
- Permanent full-time opportunity /n
- Comprehensive onboarding and training program /n
- Hybrid working model following training /n
- Ongoing coaching, monthly development sessions and leadership support /n
- 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 current position, please contact us for a confidential discussion on your career./n /n#3022655/n

📌 Member Care Consultant (Sydney)
🏢 Hays
📍 Sydney