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About the Role
As an Inbound Customer Service Representative, you will be the first point of contact for roadside assistance calls, ensuring members feel safe, supported, and back on the road quickly. This role offers the opportunity to build meaningful skills, grow your career, and make a real impact.
Responsibilities
- Handle inbound roadside assistance calls calmly, professionally, and accurately.
- Reassure members and provide concise guidance in line with quality standards.
- Maintain accurate records and handle member information confidentially.
- Assess member needs and coordinate the appropriate service efficiently.
- Work with internal teams to deliver timely outcomes.
- Navigate multiple systems while following processes and procedures.
- Use sound judgement under pressure to deliver positive member experiences.
Requirements
- Proven experience working in customer service and a passion to help people.
- Previous contact centre experience is welcomed but not essential.
- Perform effectively in fast-paced, high-volume environments while remaining calm under pressure.
- Maintain focus through challenges, quickly recovering with a positive, can-do attitude.
- Embrace change and confidently adopt new systems, processes, and responsibilities.
- Deliver empathetic, solutions-driven support so every member feels heard and supported.
- Apply strong listening and communication skills with discretion and professionalism.
- Navigate multiple systems efficiently with strong attention to detail.
- Work independently and proactively within a remote team environment.
- Value teamwork and actively build strong relationships both virtually and in person.
- Must live within 100km from Sydney Olympic Park or central Gosford to fulfil regular hybrid working requirements.
- All successful applicants will be subject to full ongoing Australian work rights and required to complete satisfactory pre-employment checks.
Skills
- Customer Service
- Communication
- Data Integrity
- Critical Thinking
- Collaboration
- Systems Proficiency
- Problem Solving
- Resilience
- Emotional Resilience
- Adaptability
- Empathy
- Member Focus
- Professionalism
- Technical Confidence
- Attention to Detail
- Self-Motivation
- Team Connection
Location
- Hybrid (Gosford or Sydney Olympic Park and Working from Home)
Work Type
- Full-time Permanent
- Shift work
- Hybrid
Experience Level
- Customer Service Experience
Salary/Compensations
- Great pay + shift loadings for early, late, weekend and public holiday shifts
Benefits
- 5 weeks annual leave + a “Me Day” after your first year of service
- Eligibility for KPI bonuses (after passing training and eligible 1st full quarter after passing induction training)
- Huge discounts on travel, holidays, groceries, movies, fitness, insurance & more
- Career pathways across NRMA
About the Company
- We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do.
- From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.
- That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward.
- Together, we can make a difference.
Equal Opportunity
- We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations Australians, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.