Customer Service (Emergency Assistance)

MAYDAY is excited to partner with a leading global insurer in the search for people who are passionate about customer service and helping vulnerable individuals during critical times. This role is perfect for those who thrive in high-pressure situations and are dedicated to providing exceptional support when people need it the most.

If you have experience in customer service, emergency response roles or any other exposure working in fast-paced environments, this opportunity is for you!

What’s in it for you:

• Location: Work in modern offices in South Brisbane CBD, with the option to work from home after the probation period (hybrid model).
• Start Date: ASAP
• Salary: Competitive salary of $85,000 + super, and an additional 10% incentive bonus.
• Shifts: Rotating shifts (Day and Night), 3 days on, 3 days off, 12.5 hours per shift.
• Hours: 7:30am - 8:00pm/8:00pm - 7:30am (Full-time:152 hours per month)
• Work Mode: 50% work from home option after probation.
• Company: Join a dynamic, global organisation that values your contributions and fosters a sense of belonging.
• Culture: A friendly, inclusive environment that promotes collaboration and growth.
• Training & Career Growth: Comprehensive 8-week training program with clear pathways for career advancement.
• Support: Work in a supportive environment with leaders and peers who are invested in your success.
• Benefits: Discounted travel insurance, 5 weeks prorated annual leave, ongoing training, and development opportunities.

Key Responsibilities:

• Logistical Support: Coordinate medical referrals, hospital visits, evacuations, repatriations, ground transport, and manage medical records.
• Customer Service Excellence: Provide exceptional service, proactively resolve issues, and meet client expectations even in high-pressure situations.
• Case Management: Manage a caseload of medical and non-medical cases, resolving concerns and issues that customers face during their travels.
• Collaboration: Work with claims and medical teams to ensure proper support and assistance is provided to customers in need.
• Policy Advice: Offer clear, accurate guidance on insurance policies to customers.

About You:

• Customer-Centric: You bring patience, empathy, and understanding to every interaction, tailoring your approach to each customer’s unique needs.
• Experience: You have experience helping people in emergency response situations or critical situations.
• Adaptable: Thrive in a fast-paced, dynamic environment and quickly adapt to changing situations.
• Team-Oriented: You are a collaborative team player, always ready to support your colleagues.
• Tech-Savvy: Comfortable learning and using new systems quickly.
• Background: Previous experience in General Insurance, Travel Insurance, or a first-response/emergency assistance background or similar roles is highly desirable.
• Full permanent working rights - Citizen or Permanent Resident

If you're passionate about providing life-changing support to customers in critical situations and want to work in an environment where your contributions make a real difference, we encourage you to APPLY!