Customer Support Officer

• Supporting members, employers, and third parties across phone, chat, and email

• Owning enquiries from start to finish, aiming for first contact resolution

• Educating members with clear, accurate information so they can make confident decisions

• Handling a mix of straightforward and more complex or sensitive enquiries

• Working towards quality, resolution, and productivity targets

• Contributing to a positive team culture and looking for ways to improve

• Experience in a customer-facing role, ideally in superannuation or financial services

• Strong written and verbal communication skills

• A knack for building rapport quickly and guiding conversations to a resolution

• Confident actively listening and asking the right questions to understand what someone needs

• Resilient and empathetic, even in challenging or sensitive conversations

• Comfortable in a fast-paced, structured environment with competing priorities

• Sharp attention to detail and a real commitment to accuracy

• Happy working across phone, chat, and email

• Comfortable navigating complaints and staying professional under pressure

• Open to feedback, change, and continuous improvement

• Comfortable working in a regulated environment and staying on top of requirements

• Open to obtaining RG146 certification as part of your induction (training provided)

• Reliable and able to commit to a rostered shift pattern

• Great Melbourne CBD location with modern office space

• A supportive team that actually invests in your growth

• The chance to build real expertise in the superannuation space

• A competitive hourly rate plus super

Sound like you? Let's talk.