MAYDAY is partnering with a Global Insurer to recruit experienced Customer Service Consultants for their Melbourne office.

The role is fast paced, involving frequent phone interactions with customers in their time of need, addressing challenging situations with empathy and professionalism.

As a Customer Service Consultant, you will be the first point of contact for all insurance customers. Your role is crucial in fostering customer relationships, ensuring customer retention, and handling every call with professionalism and empathy.

What's in it for you:

• Location: Fully Remote (Melbourne)
• Salary: $40.56 per hour + Super
• Duration: 29th November 2025 with a view to extend
• Hours: Full-time hours of Monday–Friday, 8.30 am - 5.30 pm (37.5 hours per week)
• Remote: This role is working fully remote
• Laptop: A Windows Laptop is required to be considered for this role
• Company: Become an integral part of a global business that highly values your contributions.
• Training: 1 week of initial training, followed by regular check-ins with a supportive leadership team.

Key Responsibilities:

• Efficiently manage calls within designated queues.
• Determine the appropriate queue based on claim type and complexity.
• Use established protocols to transfer calls to the relevant queue.
• Navigate through various departmental queues including Broker, Finance Institutions, Consumer, Dealer, and Direct-to-Customer claims.
• Adapt to different claim breakdowns, using assigned codes and incident numbers.
• Provide outstanding customer service during all interactions.
• Maintain a high level of efficiency in call triaging and routing processes.

About you:

• Ability to provide patience, empathy and understanding to each customer's situation.
• You care about customers and prioritise their needs.
• Adaptability to excel in a fast-paced, ever-changing environment.
• Ability to manage customers in stressful situations.
• Collaborative mindset, willing to pitch in as a team player.
• Outstanding interpersonal skills, particularly a strong sense of empathy.
• Tech-savvy with a quick grasp of new systems.

If you're excited about the opportunity mentioned above and want to learn more, we encourage you to apply.