Customer Service Assistant Emergency Home Assistance …, Australia

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

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 escalate 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

Robust 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 solid 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.

Prospect to build experience in insurance and assistance services.

Robust team and supportive leadership setting.

J-*-Ljbffr Apply on Kit Job: kitjobau.com/job/3rjx9r