Customer Solutions Consultant

This is a fully remote position, open to applicants in Australia.

📋 Description

• Respond to inbound calls from PHI members.

• Handle inquiries regarding rate reviews, member card reorders, payment updates, government rebates, and policy premiums.

• Provide answers to general questions related to insurance services.

• Triage and transfer calls with empathy.

• Develop skills progressively in web chat and more complex inquiries.

• Enhance abilities over a three-week period with established support and milestones.

• Achieve targets for after-call work, adherence to schedule, quality assurance scores, customer satisfaction (CSAT), and net promoter score (NPS).

⛳️ Requirements

• Minimum of 6 months experience in a contact centre; recent experience not mandatory.

• Ability to thrive in a high-volume, high-pressure environment.

• Strong resilience and emotional intelligence.

• An empathy-first approach.

• Capability to convey complex information in a straightforward, human manner.

• Outstanding verbal and written communication skills.

• Open to coaching and capable of receiving feedback.

• Willingness to commit to full-time hours from Monday to Friday.

• Comfortable using CRM systems; familiarity with Salesforce is a plus but not required.

• Experience in Private Health Insurance is preferred but not essential.

• Available to work 37.5 hours a week, Monday to Friday, during the hours of 8:30 am to 6:00 pm.

• Must reside in Melbourne to collect equipment from Spring Street on the first day.

🏝️ Benefits

• Start date: 16th November 2026.

• Fully remote work after the initial equipment pickup on the first day.

• Join a member-owned organization that invests in community wellbeing.

• 3-month casual contract with a strong potential for extension or permanent placement based on performance.

• Monday to Friday work schedules.

• Guaranteed full-time hours (37.5 hours weekly).

• Consistent shifts scheduled between 8:30 am and 6:00 pm.

• 12.5% superannuation.

• Two-week training program that includes both classroom and hands-on experience.

• Access to a dedicated support team, support hotline, and guidance from senior support staff.

• Opportunities to enhance skills in web chat and complex inquiries.