✅ Role Summary

Customer Service Assistant – Emergency Home Assistance (Brisbane)
This role focuses on delivering high-quality customer support via inbound and outbound calls, handling emergency home assistance requests, and managing cases from initial contact through to resolution.

🔑 Core Responsibilities

📞 Customer Service

• Handle inbound & outbound calls professionally and efficiently
• Understand customer needs and provide timely, accurate solutions
• Build rapport and drive customer satisfaction and retention
• Communicate product and service information clearly
• Manage complaints and escalate complex issues when required
• Verify customer eligibility for services
• Meet individual and team KPIs

📋 Case Management

• Accurately log all calls and create incident records in real time
• Maintain detailed notes and ensure data quality
• Manage cases end-to-end until resolution
• Coordinate with internal teams, specialists, and service providers
• Provide feedback on trends, issues, and improvement opportunities

🤝 Team & Operational Contribution

• Support team performance and contribute to a positive culture
• Follow rostered shifts (Mon–Fri, 7am–7pm, no weekends)
• Participate in training, coaching, and continuous development
• Assist other teams or queues as needed
• Maintain professionalism, punctuality, and reliability
• Mentor or support new team members when required

🎯 Key Skills & Experience Required

• Strong phone-based customer service experience
• Excellent communication and active listening skills
• Problem-solving and decision-making ability
• Ability to manage high call volumes and multitask
• Attention to detail (especially data entry/case logging)
• Resilience when handling complaints or emergencies
• Team-oriented with a positive attitude
• Comfortable working with systems and processes

🌟 Ideal Candidate Profile

• Calm under pressure (especially in emergency situations)
• Empathetic and customer-focused
• Highly organised with strong follow-through
• Driven to meet KPIs and improve performance
• Adaptable and open to learning

💡 Value Proposition for Candidates

• No weekend work (attractive roster)
• Structured training and development
• Opportunity to build experience in insurance/assistance services
• Strong team and supportive leadership environment

🧾 Resume Bullet Example (for candidates)

If you’re helping candidates tailor applications:

• Delivered high-quality customer service by managing inbound/outbound calls, resolving customer enquiries and emergency assistance requests
• Maintained accurate case records and managed end-to-end resolution within SLA timeframes
• Achieved KPIs for customer satisfaction, call handling, and case management
• Effectively handled complaints and escalations with professionalism and empathy

If you want, I can also:

• Turn this into a job ad
• Create screening questions
• Build a scorecard/interview guide
• Or tailor it for a resume or LinkedIn post

Here’s a polished job advert with subtle AI-readiness language woven in naturally (without overdoing buzzwords):

Customer Service Assistant – Emergency Home Assistance

📍 Brisbane, QLD
⏰ Full-time | Monday–Friday | Rotating shifts between 7:00am–7:00pm (no weekends)

About the Role

Join our high-performing Emergency Home Assistance team, where you’ll deliver exceptional customer experiences and real-time support when it matters most.

As a Customer Service Assistant, you’ll be the first point of contact for customers needing urgent assistance at home. You’ll assess needs, guide outcomes, and manage cases from initial contact through to resolution—leveraging structured processes, digital systems, and data-informed decision making to deliver consistent, high-quality service.

What You’ll Be Doing

Customer Experience

• Manage inbound and outbound calls with professionalism and empathy
• Understand customer needs quickly and determine the most effective resolution pathway
• Provide accurate and consistent information across products and services
• Handle complex enquiries and complaints, escalating where required
• Build rapport and drive customer satisfaction, loyalty, and retention

Case & Incident Management

• Capture and log all call activity in real time within internal systems
• Manage cases end-to-end, ensuring timely and effective resolution
• Coordinate with internal teams and service providers to deliver outcomes
• Maintain high-quality data entry to support reporting, insights, and continuous improvement
• Monitor case progress and proactively follow up where needed

Continuous Improvement & Team Contribution

• Contribute to team KPIs and service performance outcomes
• Identify trends, opportunities, and efficiencies to enhance customer experience
• Embrace ongoing learning, coaching, and development opportunities
• Support teammates and contribute to a collaborative, high-trust environment
• Adapt to evolving processes, tools, and technologies

What We’re Looking For

• Previous experience in customer service (contact centre experience highly regarded)
• Strong communication skills and active listening ability
• Comfortable navigating multiple systems and processes simultaneously
• High attention to detail, particularly in data capture and case documentation
• A problem-solving mindset with the ability to think on your feet
• Resilience and composure when handling urgent or complex situations
• A collaborative team player with a growth mindset

Why Join Us?

• ✅ No weekend work – enjoy work-life balance
• ✅ Structured training and ongoing development
• ✅ Supportive leadership and team environment
• ✅ Opportunity to build skills in a fast-paced, tech-enabled service environment
• ✅ Be part of a team focused on continuous improvement and smarter ways of working