Customer Service Associate (Voice Night Shift, WFH)

As a Customer Service Associate (Voice) you will be the first point of contact for customers seeking roadsideassistanceand related support. You will handle inbound and outbound calls to coordinatetimelyassistance helping customers through stressful situations with clarityempathyand efficiency.

Key responsibilities

Customer support and call handling

• Handle inbound calls during night shift hours from customers and client account representatives requesting roadsideassistance

• Assistcustomers experiencing vehicle issues such as breakdowns flattyres lockouts running out of fuel or vehicle accidents

• Ask effective questions to clearly understand the customers situation and immediate needs

• Communicate policy coverage details accurately based on the applicable client program

Service coordination

• Make outbound calls to service providers to secure towing or roadsideassistancein line with policy requirements

• Coordinate response times and services with providers to resolve customer concerns promptly

• Conduct followup calls when clarification oradditionalservices are required

• Provide status updates to customers following theirinitialrequest forassistance

Location and documentation

• Identifycustomer locations using Google Maps and client tools

• Transfer calls todesignatedinternal teams or client representatives whenrequired

• Maintainaccurateand detailed records of all customer interactions and actions taken

Skills and experience

Essential

• Previousvoicebased customer service or callcentreexperience(minimum of 6 months)

• Strong spoken English skills with a clearcalmand professional phone manner

• At least a Senior High School graduate or equivalent

• Customerfirst mindset with strong empathy and resilience

• Excellent attention to detail and problemsolving skills

• Comfortable working night shifts and in a workfromhome setup

• Techsavvy with the ability to navigate multiple systems simultaneously

• Reliable home internet connection and a quiet workspace suitable for voice calls

Desirable

• Experience supporting customers in urgent or timesensitive scenarios

• Familiarity with CRM platforms or customer support systems

AboutSymbos

Symbospartners withorganisationsto deliver AIled humancentredworkforce solutions. Australianled with global scaleSymboscombines technology operational excellence and a peoplefirst culture to help clients build connected highperforming teams.

Why joinSymbos

• Permanent workfromhome opportunity

• Night shift role supporting essential realworld services

• Be part of an Australianledorganisationwith a strong global presence

• Supportive peoplefirst culture focused on trustlearningand growth

• Opportunity to build valuable skills in customer servicecoordinationand problem resolution

Please note:The first step in our recruitment process is anonline assessment. Candidates who successfully complete this step will be contacted for the next stage.