Customer Service Assistants - Part time - Multiple Opportunities in Brisbane
Location: Brisbane, QLD
Organisation: Allianz Worldwide Partners
Reports to: Team Leader
This is a part time 20 hours per week role. You will be required to work in the office for 2 weeks of training from 12:30pm - 5pm. Then you will be working 4 hour shifts anytime between 2pm - 9pm.
About The Role
We are seeking motivated and customer‐focused Customer Service Assistants to join our Assistance team. Reporting to the Team Leader, you will deliver exceptional service to our customers through the effective management of inbound and outbound telephone calls.
You will assess customer needs, determine the most appropriate course of action, and ensure enquiries are resolved efficiently, accurately, and professionally. This role plays a critical part in supporting customers across a range of enquiries, from general information through to more complex or time‐sensitive incidents.
Key Responsibilities
Customer Service & Case Management
* Handle inbound and outbound calls, responding to enquiries ranging from general requests to critical incidents
* Identify and understand customer needs to provide timely, appropriate resolutions
* Deliver end‐to‐end case management, ensuring customer enquiries are followed through to completion
* Escalate or hand over cases to relevant specialists (e.g. Network, Implementations or Assistance Leadership teams) in line with operational guidelines
Data Entry & Systems
* Accurately log all call‐related activity into CRM systems in real time
* Complete task notes and incident records during each call to ensure accurate reporting and case visibility
* Maintain high attention to detail to support operational reporting and client requirements
Results & Quality Focus
* Seek additional information where needed to support sound decision‐making
* Clarify requirements and expectations to ensure first‐call resolution where possible
* Ask for guidance when managing complex or unfamiliar issues
Teamwork & Professionalism
* Work collaboratively with colleagues and support team members as required
* Communicate clearly, professionally and respectfully with customers and internal stakeholders
* Positively represent the Assistance team and Allianz Worldwide Partners at all times
* Adhere to rosters, scheduling and attendance requirements to support business needs
Risk & Compliance
* Comply with all risk management, compliance obligations, policies and training requirements relevant to the role
About You
* Completion of Year 12 secondary education (essential)
* Related industry certification (Certificate III/IV Telecommunications) highly regarded
* Strong customer service experience, ideally in a contact centre or phone‐based environment
* Excellent interpersonal and communication skills, with the ability to manage a range of customer scenarios over the phone
* Strong problem‐solving skills and the ability to think laterally
* Basic to intermediate computer skills, including Microsoft Outlook, Word and Excel
* Demonstrated ability to touch type and work efficiently across multiple systems
* A commitment to ongoing learning, development and continuous improvement
Why Join Us?
* Be part of a supportive and collaborative team environment
* Make a meaningful impact by assisting customers when they need it most
* Ongoing training and development opportunities
* A role that offers variety, responsibility, and clear expectations
Important Information
* This role will require a minimum of 2 weeks onsite in the office 12:30pm - 5pm before moving into a roster environment of 4 hour shifts between the hours 2pm - 9pm
* This is a hybrid role working in the office 2 days per week and the other 3 days from home.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.
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