Job Description Customer Service Consultant

Your recent company
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 secure organisation.
Your new 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.
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
Working across systems including Salesforce and Genesys

This is a fast-paced contact centre environment,



with approximately 30 calls per day and an average handling time of 15 minutes.
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
Solid attention to detail and problem-solving skills
Experience with CRM systems is highly regarded

What you'll get in return
$71,434 + Super (inclusive of 9.5% shift loading)
Permanent full-time opportunity
Comprehensive onboarding and training program
Hybrid working model following training
Ongoing coaching, monthly development sessions and leadership support
Career progression opportunities within a leading organisation

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

📌 Member Care Consultant Retention Sydney
🏢 Hays
📍 Sydney