Customer Service Assistant - Roadside Assistance

Customer Service Assistants - Multiple Opportunties in Brisbane 

Location: Brisbane, QLD
Organisation: Allianz Worldwide Partners
Reports to: Team Leader

About the Role

We are seeking motivated and customer‑focused Customer Service Assistants to join our Assistance team. Reporting to the Team Leader, you will deliver exceptional service to our customers through the effective management of inbound and outbound telephone calls.

You will assess customer needs, determine the most appropriate course of action, and ensure enquiries are resolved efficiently, accurately and professionally. This role plays a critical part in supporting customers across a range of enquiries, from general information through to more complex or time‑sensitive incidents.

Key Responsibilities

Customer Service & Case Management

• Handle inbound and outbound calls, responding to enquiries ranging from general requests to critical incidents
• Identify and understand customer needs to provide timely, appropriate resolutions
• Deliver end‑to‑end case management, ensuring customer enquiries are followed through to completion
• Escalate or hand over cases to relevant specialists (e.g. Network, Implementations or Assistance Leadership teams) in line with operational guidelines

Data Entry & Systems

• Accurately log all call‑related activity into CRM systems in real time
• Complete task notes and incident records during each call to ensure accurate reporting and case visibility
• Maintain high attention to detail to support operational reporting and client requirements

Results & Quality Focus

• Seek additional information where needed to support sound decision‑making
• Clarify requirements and expectations to ensure first‑call resolution where possible
• Ask for guidance when managing complex or unfamiliar issues

Teamwork & Professionalism

• Work collaboratively with colleagues and support team members as required
• Communicate clearly, professionally and respectfully with customers and internal stakeholders
• Positively represent the Assistance team and Allianz Worldwide Partners at all times
• Adhere to rosters, scheduling and attendance requirements to support business needs

Risk & Compliance

• Comply with all risk management, compliance obligations, policies and training requirements relevant to the role

About You

To be successful in this role, you will have:

• Completion of Year 12 secondary education (essential)
• Related industry certification (Certificate III/IV Telecommunications) highly regarded
• Strong customer service experience, ideally in a contact centre or phone‑based environment
• Excellent interpersonal and communication skills, with the ability to manage a range of customer scenarios over the phone
• Strong problem‑solving skills and the ability to think laterally
• Basic to intermediate computer skills, including Microsoft Outlook, Word and Excel
• Demonstrated ability to touch type and work efficiently across multiple systems
• A commitment to ongoing learning, development and continuous improvement

Why Join Us?

• Be part of a supportive and collaborative team environment
• Make a meaningful impact by assisting customers when they need it most
• Ongoing training and development opportunities
• A role that offers variety, responsibility and clear expectations

Important Information 

• This role will require a mininum of 6 weeks onsite in the office 9am - 5pm before moving into a roster environment of 8 hour shifts between the hours 6am - 8pm. 
• This role also requires you to be able to work weekends. 
• Once you have reached 6 months we operate a hybrid work structure of 2 days in the office per week.