Customer Engagement Representative

Job Category: Banking and Financial Services,Call Centre and Customer Service,Insurance Superannuation
At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams. We’re proud to wear the government crest, and proud to serve those who serve our country.

Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through rich customer insights and world-leading investment strategies, we’re always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.

With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.

The drive to make a difference.

Job Description
Your new role

We are seeking a dedicated Customer Engagement Representatives to join our team. You will be responsible for providing end-to-end customer engagement and addressing inquiries related to superannuation, benefit processing and insurance through high volume phone calls and emails.

The key to success is that you consistently provide outstanding customer service when interacting with CSC’s highly valued customers, listening actively and handling their needs with urgency and care. As the central point of contact customers your engagement and desire to help people is essential.

Responsibilities:

Promptly resolve all customer inquiries by listening attentively to identify needs and provide accurate information within CSC's metrics
Demonstrate a commitment to best practice customer service, maintaining consistent engagement, communication, and record-keeping standards while meeting business requirements
Ability to research knowledge articles, repositories and legislation to resolve customer inquiries
Adapt to the needs of our workforce planning team by managing various phone lines, responding to emails from the scheme inbox, and providing face-to-face customer support at our Canberra office
Foster a professional, collaborative, and customer-centric team culture
Key information:

State date: November – exact date to be confirmed
Working hours: Monday to Friday, up to 38 hours per week (excluding public holidays and leave)
Working rights: Must have full working rights in Australia for the duration of the contract with no restrictions
Hourly rate: $37.00 per hour + superannuation
Employment type: Randstad Contract
Contract length: 30 June 2025
Location: Canberra (onsite and hybrid arrangement) or Interstate (100% work from home)
Training: We will need your full-time commitment and attendance in training as this is crucial to your learning and success. Training is 4 weeks and will be delivered in person or online.
Desired Skills and Experience
What you need to excel

CSC’s Core Competencies reflect the key sets of skills, knowledge, experience, and behaviours required to perform your role effectively. These are;

Delivering results and meeting customer expectations
Working with People
Adapting and Responding to Change
Deciding and Initiating Action
Analysing
Commercial and Strategic Thinking
In addition to these, you will need;

1-2 years experience working in similar position and in busy, fast paced call centre or contact centre environments highly regarded
Ability to connect and support our customers with a professional and empathetic phone manner
Professionalism, customer focus and ability to contribute to a positive business culture
Highly developed multi-tasking, organisation and customer service skills to capture data as you speak with your customer over the telephone
Excellent administration skills, including written and researching skills to seek responses when on the telephone with your customer
Highly developed communication skills, with the ability to hold customer centre conversations and build rapport
Ability to learn quickly on new systems while processing new information and retaining key information
What will you get in return?

You will have engaging and meaningful work in an environment where you have the opportunity to contribute to our Customers retirement journey and make a difference every day to the lives of others
Training, development and career opportunities
Opportunity to contribute to drive customer satisfaction while supporting your team
Chance to make a meaningful impact by assisting customers with their financial needs.
Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.
How do I apply?

To apply for this opportunity please include a resume. For questions or more information about this opportunity, please reach out to recruitment@csc.gov.au

Please note: Agency submissions will not be considered for this position



More about CSC:

Visit our careers page to discover more about CSC, our core competencies and employee benefits: https://www.csc.gov.au/Members/About-CSC/Career Read more