Customer Service Representative

You will work inside Corpshore Australia's onshore customer service delivery floor in Sydney, taking inbound calls, emails and chats and making outbound contact on behalf of clients across insurance, telecommunications and retail. Corpshore Australia is a division of Corpshore Solutions Corporation, and this contact centre is one of the group's onshore delivery sites serving the Australian and New Zealand market directly, so the customer on the other end of the line is almost always an Australian or New Zealand consumer.

This is an onsite role in a real, staffed contact centre floor, not a remote or hybrid position. You will sit within a team, work to a published roster, and have a team leader and quality coach on the floor with you every shift. It is the entry point into Corpshore Australia's operations career path, and the training programme is built assuming no prior contact centre experience.

Handle inbound and outbound customer contact across phone, email and chat for one or more client accounts, following each client's specific scripts, escalation rules and brand tone. Log every interaction accurately in the ticketing system, including the reason for contact and the resolution, since that record is what the client and your team leader use to spot recurring problems. Resolve routine enquiries and transactions directly, and recognise quickly when something needs to go to a team leader or a specialist queue rather than being guessed at. Meet the shift's productivity and quality targets, including average handle time, first-contact resolution and customer satisfaction scoring, without cutting corners on accuracy to hit a number. Follow the handling rules for personal information required under the Privacy Act 1988 (Cth), including verifying a caller's identity before discussing account detail. Take feedback from quality coaching sessions and apply it on the next call rather than the next review cycle. Work the rostered shift pattern reliably, including the rotation onto evening and weekend cover that a 7-day operation needs.

No prior contact centre experience is required, though six months or more in any customer-facing role (retail, hospitality, sales) is a genuine advantage. Clear spoken and written English, comfortable handling a live call while typing accurate notes at the same time. Basic computer literacy, including comfortable use of a browser-based ticketing or CRM system after training. Availability across the full rostered shift pattern, including some evenings and weekends, since the roster is published in advance but does rotate. A level, patient manner with a frustrated customer, and the ability to stay polite without becoming a pushover.

Prior contact centre, retail or hospitality customer service experience. A second language relevant to Corpshore Australia's client base, such as Mandarin, Cantonese, Hindi, Arabic, Vietnamese, Tagalog, Spanish, Italian or Greek. Familiarity with any contact centre ticketing or CRM platform. Existing knowledge of the insurance, telecommunications or retail sectors.

The compulsory superannuation guarantee, currently 11.5 per cent and rising to 12 per cent, on top of base salary. Paid, structured onboarding training before you take a live call unsupervised. Shift and weekend loadings in line with the applicable Modern Award and the Fair Work Act's National Employment Standards. A defined promotion pathway into Team Leader roles for representatives who perform consistently, with several current team leaders having started on this same contact centre floor. Ongoing coaching and professional development rather than a one-off induction.