Customer Service Officer – Investigations (BH-61746)
Location: Newcastle, Australia | Sector: Call Centre & Customer Service
Salary: $60k – $65k base + super + benefits
Key Responsibilities
* Investigating complex, late-stage accounts and collecting relevant information.
* Managing cases end-to-end, including administrative follow-up and documentation.
* Tracking down people, assets, and answers across multiple channels.
* Working with brokers, agencies, and other stakeholders to gather evidence.
* Navigating grey areas and making judgment calls on payment and collection decisions.
* Negotiating payments and understanding individual customer needs.
* Reviewing information and piecing together the full picture to guide decisions.
You
* Are curious – you ask better questions than most.
* Are resilient – you handle tough conversations well.
* Think critically and act decisively.
* Have razor‐sharp attention to detail.
* Enjoy both customer interaction and behind‐the‐scenes admin work.
* Listen deeply, pick up on nuance, and communicate with equal clarity.
* Don't get stuck when things aren't black and white.
* Can explain your decisions clearly.
Required Experience
* Customer service experience in contact centres, retail, hospitality, or administrative roles accepting emails, coordination, and document processing.
* Collections experience is a plus, but not mandatory.
Equal opportunity employer. All qualified applicants will receive consideration for employment.
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