Customer Support Officer

Job description

**Customer Support Officer | Superannuation | Melbourne CBD** **About the Role** We're on the hunt for Customer Support Officers to join one of Australia's largest and fastest-growing industry superannuation funds in Melbourne CBD. This You'll support members, employers, and third parties across phone, email, and chat, taking real ownership of each enquiry and seeing it through to resolution. It's a fast paced, structured, and genuinely supportive environment where accuracy and the member experience matter. You'll handle everything from everyday questions to more complex or sensitive situations, helping people navigate their super with clarity and confidence. The team operates Monday to Friday on a rotating roster between 8am and 7pm. This is an initial 3 month contract with a genuine opportunity to go permanent for the right person. You'll start in the office to connect with the team and build your skills, then move into a hybrid setup with 4 days work from home and 1 day in the office. **What You'll Be Doing** - 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 - Making outbound calls to follow up and support wider business activities - Working towards quality, resolution, and productivity targets - Contributing to a positive team culture and looking for ways to improve **About You** - 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 **What's on Offer** - An immediate start - Melbourne CBD to start, great hybrid set up once you've completed training - 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.