Customer Service Representative (Inbound Contact Centre)

Location: Hybrid work from home with regular collaboration days at either Sydney Olympic Park or Gosford; applicants must live within 100 km of one of these offices, no further than Newcastle or Wollongong. Training is hybrid for five weeks, including one day at the Sydney Olympic Park office.

Company

hirify.global is a member-owned Australian organisation operating roadside assistance, electric vehicle charging, parks and resorts, car rental, ferry and cruising services.

What you will do

• Handle inbound roadside assistance calls calmly, professionally and accurately.
• Reassure members and provide clear guidance in line with quality standards.
• Assess member needs and coordinate the appropriate roadside assistance efficiently.
• Maintain accurate records and protect confidential member information.
• Navigate multiple systems while following established processes and procedures.
• Collaborate with internal teams to deliver timely outcomes and positive member experiences.

Requirements

• Previous customer service experience and a genuine commitment to helping people.
• Contact centre experience is welcome but not essential; training is provided.
• Ability to remain calm, resilient and focused in a fast-paced, high-volume environment.
• Strong listening, communication, discretion, professionalism and attention to detail.
• Confidence adopting new systems, processes and responsibilities while working independently within a remote team.
• Full ongoing Australian work rights and successful completion of required pre-employment checks.

Culture & Benefits

• Full-time permanent employment with 35 hours per week.
• Three-week rotational roster covering 5am to midnight, Monday to Sunday, including public holidays; roster and hours are not negotiable.
• Shift loadings for early, late, weekend and public holiday shifts.
• Five weeks of annual leave plus a Me Day after the first year of service.
• Eligibility for KPI bonuses after completing training and the eligible first full quarter.
• Discounts across travel, holidays, groceries, movies, fitness, insurance and other services, with career pathways across NRMA.

Hiring process

• Complete screening questions and an online assessment.
• Shortlisted applicants receive access to a recorded information session and further interview stages.