Customer Support Specialist

About the Opportunity

We’re looking for multiple Customer Support Specialists to join a busy Client Services team in Sydney CBD. With five positions available and potential for further opportunities, this is a great chance to put your customer service skills to use in a supportive, fast-paced environment, with the potential for longer-term opportunities.

This is an initial 6-week assignment, with the possibility of extension or permanency for the right candidates.

Based in Sydney CBD, the role offers a hybrid working arrangement, with approximately two days per week in the office once you’re up and running. Initial training will require 2–3 days in the office to help you learn the systems, build your product knowledge and gain confidence in the role.

What’s on Offer?

• Pay: $37.58 per hour + super

• Location: Sydney CBD, close to public transport

• Duration: Initial 6-week assignment, with potential for extension or permanency

• Start Date: ASAP

• Hours: Full-time preferred, with part-time options of 3–4 days per week considered

• Roster: Likely 8:30 am – 5:00 pm, with operating hours potentially extending from 7:00 am – 7:00 pm

• Work arrangement: Hybrid, two days in the office

About the Role

You’ll join a Client Services team of approximately 12 people, helping manage customer enquiries during a period of increased volumes and ongoing changes to products and services.

The role involves a combination of inbound phone support, email enquiries and administrative tasks. You’ll work closely with internal teams to help customers understand processes, navigate their enquiries and access the right information.

This is a customer-focused support role rather than a claims processing or financial advice position. You’ll help customers understand general product features and next steps, ensuring enquiries are handled professionally and efficiently.

Key Responsibilities

• Respond to high-volume inbound customer enquiries via phone and email.

• Assist with general enquiries relating to investment, education and funeral bonds.

• Explain processes, provide general product information and guide customers through the appropriate next steps.

• Liaise with internal teams to help resolve customer enquiries.

• Complete administrative tasks and maintain accurate customer information.

• Manage challenging conversations professionally, particularly around invoicing, delayed payments and customer concerns.

• Follow internal procedures, reference guides and step-by-step resources to ensure accurate and consistent support.

• Take ownership of your learning and build product knowledge as you become more familiar with the role.

What Does a Typical Day Look Like?

You’ll balance phone-based customer support with email enquiries and administrative work. The wider team handles approximately 100–150 calls per day, alongside around 20–30 email enquiries daily.

You’ll need to be comfortable working in a busy environment where priorities can change, customers may be frustrated and new information or processes need to be learned quickly.

About You

We’re looking for resilient, customer-focused individuals who enjoy helping people and can remain calm and professional when handling challenging situations.

To be successful, you’ll bring:

• Previous experience in customer service, contact centres or a similar customer-facing environment.

• Confidence handling inbound phone enquiries and a genuine willingness to spend much of your day on the phones.

• Strong communication skills, empathy and the ability to build rapport with different customers.

• Excellent conflict resolution skills and the ability to manage difficult conversations professionally.

• Resilience and the ability to remain composed in a high-volume environment.

• A proactive, outcome-driven attitude and a willingness to take ownership of your learning.

• Strong attention to detail and the ability to follow processes and reference guides.

Experience in financial services, banking, superannuation, investments or a similar environment would be advantageous, but is not essential.

Interested?

If you enjoy customer service, thrive in a fast-paced environment and are looking for an opportunity with potential to grow into something longer term, we’d love to hear from you. Apply now to be considered!