Customer Service Representative (Inbound Contact Centre)

Job description

Start date 24th August 2026 | Full-time Permanent role, Shift work: 5am-midnight Monday to Sunday | Hybrid (Gosford or Sydney Olympic Park and Working from Home) As an Inbound Customer Service Representative, you’ll be the first point of contact for roadside assistance calls - helping people feel safe, supported, and back on the road quickly. Become the reassuring voice our members rely on. Build meaningful skills, grow your career, and make a real impact every day! The important details! Start Date: 24th August 2026 Hours: Full time Permanent position (35 hours per week) Roster: Full commitment to a 3-week rotational roster between the hours of 5am midday-12am midnight, Monday to Sunday (including public holidays). Please note the rosters and/or hours are not negotiable. Hybrid working : Working from home with collaboration & engagement days each month within our offices at either Sydney Olympic Park or Gosford. Training will be hybrid for 5 weeks with one day at the Sydney Olympic Park office and the rest from home. Must live within 100km from Sydney Olympic Park or central Gosford to fulfil these regular requirements (no further than Newcastle or Wollongong). Holiday/Leave Requests : Please note unfortunately we are unlikely able to support any leave requests between mid-November until end of Feb 2027, due to peak period. What You’ll Do Customer Empathy: Handle inbound roadside assistance calls calmly, professionally, and accurately. Clear Communication: Reassure members and provide concise guidance in line with quality standards. Data Integrity: Maintain accurate records and handle member information confidentially. Critical Thinking: Assess member needs and coordinate the appropriate service efficiently. Collaboration: Work with internal teams to deliver timely outcomes. Systems Proficiency: Navigate multiple systems while following processes and procedures. Problem Solving: Use sound judgement under pressure to deliver positive member experiences. What You’ll Bring Customer Service Experience and Passion: Proven experience working in customer service and a passion to help people. Previous contact centre experience is welcomed but not essential – we will provide you training! Resilience & Composure: Perform effectively in fast‑paced, high‑volume environments while remaining calm under pressure. Emotional Resilience: Maintain focus through challenges, quickly recovering with a positive, can‑do attitude. Adaptability: Embrace change and confidently adopt new systems, processes, and responsibilities. Empathy & Member Focus: Deliver empathetic, solutions‑driven support so every member feels heard and supported. Communication & Professionalism: Apply strong listening and communication skills with discretion and professionalism. Technical Confidence & Accuracy: Navigate multiple systems efficiently with strong attention to detail. Self ‑ Motivation: Work independently and proactively within a remote team environment. Team Connection: Value teamwork and actively build strong relationships both virtually and in person. Why You’ll Love This Role Great pay + shift loadings for early, late, weekend and public holiday shifts 5 weeks annual leave + a “Me Day” after your first year of service Eligibility for KPI bonuses (after passing training and eligible 1 st full quarter after passing induction training) Huge discounts on travel, holidays, groceries, movies, fitness, insurance & more Career pathways across NRMA - many leaders started here Hybrid working : Working from home with collaboration & engagement days each month within our offices at either Olympic Park or Gosford Ready to Keep Australia Moving? Apply today! You’ll complete a few screening questions and an online assessment as the first step. If your application is shortlisted further to this, you will receive access to a link to a recorded information session and further interview processes. If you require any adjustments during the recruitment process, please contact our Talent Acquisition Specialist as part of the information session. All successful applicants will be subject to full ongoing Australian work rights and required to complete satisfactory pre-employment checks. 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. 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.