As the first point of contact for clients and visitors, the Customer Service Representative plays a crucial role in providing exceptional service and ensuring smooth operations. Your friendly demeanor, effective communication skills, and attention to detail will contribute to creating a positive and welcoming atmosphere for all stakeholders. This position provides administrative support to the broader Agency. You will support a client and results focused culture within the business, be responsive to client needs and deliver superior service to clients and others within the office team.

Primary Responsibilities

Customer Focus

·        Consistently provide excellent customer service and develop relationships by listening, anticipating, and providing solutions within appropriate level of authority

·        Greet and welcome clients, visitors, and employees in a professional and courteous manner

·        Manage incoming calls, directing them to appropriate personnel or departments and taking accurate messages

·        Maintain a neat and organized reception area, ensuring it reflects a professional image of the company

·        Direct clients to the appropriate team member, based on their needs

·        Maintain a high level of client satisfaction by promptly and effectively addressing general inquiries and concerns

·        Appropriately escalate client enquiries and complaints within required organisational and regulatory timeframes

·        Conduct Social-Media posting for the Agency in line with applicable company policies and guidelines

Policy, Process and Procedures

·        Manage and maintain the appointment calendar for Insurance Agents, ensuring efficient use of their time

·        Confirm appointments with clients, send reminders, and reschedule appointments when necessary

·        Communicate effectively with colleagues to ensure smooth information flow and provide necessary support

·        Collaborate with other administrative staff to streamline office operations and enhance the client experience

·        Support internal office processes including mail distribution, word processing, messaging systems, stationery and other administration when time allows

·        Complete daily banking, receipting, and filing

• Proactively use available tools and reports to minimize outstanding debtors, contact clients to follow-up outstanding payments, and escalate when necessary

·        Help coordinate office maintenance ensuring a safe, clean, and comfortable office environment at all times

·        Ensure compliance with all applicable insurance guidelines, regulations, company policies and operating procedures

·        Continuously strive to help the Agency achieve high levels of regulatory compliance resulting in satisfactory Quality Assurance reviews

 General Duties and Responsibilities

 Compliance with:

·        Code of Conduct, values, policies and procedures, directives, and communications

·        All Occupational Health and Safety regulations within the workplace including reporting hazards, incidents and near misses; taking care of your own health and safety and the health and safety of others

·        Participation in quality improvement activities across the organisation

·        Fire and emergency policy and procedures

·        Direction about any work-related spend within delegated authority

·        All client contact recorded in Salesforce

·        Annual Continuing Professional Development (CPD) requirements

Qualifications and Experience 

Police/ASIC clearance (or ability to obtain)

Preferred

Previous experience in a client facing or administrative role

ANZIIF Foundation Certificate in Insurance

Competencies and Skills

·        Proficient in all Microsoft Office Products and with a high level of general computer skills

·        Flexibility, a can-do attitude, and willingness to learn

·        Excellent attention to detail and organisational skills

·        Excellent customer service skills

·        Excellent phone etiquette with clear speech, active listening, and the ability to handle calls professionally

Global Disclaimer 

The duties listed in this position description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties.

For more information, please contact Ryan or Shawn on (08) 9820 8720

E-mailed applications including a covering letter and CV should be emailed to:

E-mail: [email protected]

Applications close: 15th October 2025