Role Summary
Customer Service Assistant – Emergency Home Assistance (Brisbane)
This role focuses on delivering high-quality customer support via inbound and outbound calls, handling emergency home assistance requests, and managing cases from initial contact through to resolution.
Core Responsibilities Customer Service
* Handle inbound & outbound calls professionally and efficiently
* Understand customer needs and provide timely, accurate solutions
* Build rapport and drive customer satisfaction and retention
* Communicate product and service information clearly
* Manage complaints and escalated complex issues when required
* Verify customer eligibility for services
* Meet individual and team KPIs
Case Management
* Accurately log all calls and create incident records in real time
* Maintain detailed notes and ensure data quality
* Manage cases end‐to‐end until resolution
* Coordinate with internal teams, specialists, and service providers
* Provide feedback on trends, issues, and improvement opportunities
Team & Operational Contribution
* Support team performance and contribute to a positive culture
* Follow rostered shifts (Mon–Fri, 7am–7pm, no weekends)
* Participate in training, coaching, and continuous development
* Assist other teams or queues as needed
* Maintain professionalism, punctuality, and reliability
* Mentor or support new team members when required
Key Skills & Experience Required
* Strong phone‐based customer service experience
* Excellent communication and active listening skills
* Problem‐solving and decision‐making ability
* Ability to manage high call volumes and multitask
* Attention to detail (especially data entry/case logging)
* Resilience when handling complaints or emergencies
* Team‐oriented with a positive attitude
* Comfortable working with systems and processes
Ideal Candidate Profile
* Calm under pressure (especially in emergency situations)
* Empathetic and customer‐focused
* Highly organised with strong follow‐through
* Driven to meet KPIs and improve performance
* Adaptable and open to learning
Value Proposition for Candidates
* No weekend work (attractive roster)
* Structured training and development
* Opportunity to build experience in insurance/assistance services
* Strong team and supportive leadership environment
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