Customer Service Representative

Role Purpose

The Customer Service Representative is responsible for delivering high-quality servicing support through inbound calls and email.

The role ensures accurate information, strong ownership and confident resolution of customer enquiries. It is authorised to perform approved customer servicing transactions after successful verification and operates with full compliance, professionalism and CBSM standards.

Key Responsibilities

1.Customer Interaction and Resolution

• Handle inbound customer enquiries via phone and email with accuracy, clarity and professionalism.
• Provide policy, servicing and general support information confidently and ensure customer understanding.
• Resolve enquiries within first contact wherever possible to minimise repeat or escalated follow-up.

2.Transaction Handling and System Accuracy

• Perform authorized customer servicing transactions post full identity verification, such as updating customer details, issuing servicing instructions or logging system requests.
• Maintain accurate documentation and case notes in CRM systems to ensure a complete and auditable record.
• Ensure all actions comply with CBSM servicing rules, verification standards and data protection requirements.

3.Service Quality and Compliance Discipline

• Follow CBSM call and email handling standards, ensuring accuracy, clarity, confidence and compliance in every interaction.
• Adhere strictly to verification, authentication and Australian Privacy Act requirements; handle all customer data in line with CBSM data handling standards for ANZ operations.
• Escalate all cancellation requests immediately to the designated Retention function; escalate any potential compliance incident to the Team Lead at the point of handling without delay.

4.Performance and Productivity Discipline

• Meet daily service performance targets including service level, response time, average handling time, occupancy and quality assurance scores.
• Adhere to scheduled working hours, break times and channel rotation with high self-discipline.
• Proactively flag operational or customer-impacting issues to the Team Lead without delay.

Qualifications and Experience

• Minimum 3–5 years experience in customer service, contact centre or servicing operations (financial services or insurance preferred).
• Prior experience in Australian banking or insurance customer service operations is an advantage.
• Minimum SPM or equivalent qualification.
• Proficient in call center and CRM systems and call / email servicing tools.
• Strong communication skills in written and spoken form.
• Full professional proficiency in written and spoken English is required; clear and confident communication with Australian customers is essential to this role.

Core Skills and Competencies

• Clear, confident and customer-focused communication.
• High accuracy and attention to detail, especially when processing transactions.
• Strong ownership mindset with reliable time management and discipline.
• Calm, resilient and professional in high-volume or time-sensitive environments.