(CX) Customer Experience Consultant

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Full-Time | 6-Month Contract (with possibility to extend) | Hybrid Working
Help families navigate the moments that matter.
As a Customer Experience Consultant, you'll be a trusted point of contact for families, providing support via phone, email and online chat. You'll investigate enquiries, resolve issues and help customers find solutions during important moments that matter.
This is a varied role where no two days are the same. You'll balance customer interactions with administrative tasks, work across multiple systems and develop expertise in a complex and rewarding industry.
Why join us?
Hybrid working with flexible rostered work-from-home opportunities
Varied role across phone, email, online chat and administration
Supportive team culture with ongoing coaching and development
Meaningful work helping families access quality care and education
Opportunity to develop valuable customer experience skills
What you'll do
Respond to customer enquiries via phone, email and online chat
Assist families with bookings, billing, payments and subsidies
Investigate and resolve customer issues and account enquiries
Maintain accurate customer records across multiple systems
Deliver professional, empathetic and solutions-focused support
About you
You are customer-focused, resilient and enjoy solving problems. We're looking for someone with strong people skills, a positive attitude and a genuine desire to help others.
You'll bring:
Customer service experience in a contact centre, collections, hospitality, retail, education, OSHC or similar environment
Strong verbal and written communication skills
Strong problem-solving ability and attention to detail
Confidence working across multiple systems as well as learning new systems and processes
Empathy and professionalism when handling sensitive matters
The details
38 hours per week
Monday to Friday rotating roster between 8am-8pm
First 4 weeks 9am – 5pm in-office for training
Hybrid work model after onboarding
Full Australian working rights required
Initial 6 month contract offered with possibility of extension to permanent role
Recruitment Process
As part of our recruitment process, shortlisted candidates will be invited to complete a short online video interview. This gives you an opportunity to showcase your communication style and customer service skills, so we encourage you to approach it as you would a face-to-face interview.
Following this stage, selected candidates will be invited to meet with our team via Microsoft Teams. This is a chance for us to learn more about you, while giving you the opportunity to learn more about the role, our team and what it's like to build a career with us.

Skills
Onboarding

Employment type
Full-time

Work arrangement
Hybrid