Customer Service Representative

**Company Description**
We're one of Australia's most trusted brands and proudly member owned, with our people and community at the heart of everything we do. From our legendary Roadside assistance to electric vehicle charging networks, the NRMA Group also owns and operates NRMA Parks and Resorts, SIXT car rental, My Fast Ferry & Fantasea Cruising.

That's why a career with us means creating the future you want, while helping the NRMA Group to keep moving Australia forward. Together, we can make a difference.

Our **Inbound Customer Service Representatives** play a vital role in supporting Australians on the road, ensuring they stay safe and moving. As the **first point of contact** for members in need of **NRMA Roadside Assistance**, you’ll provide reassurance and fast solutions in moments that matter.
- Ask thoughtful and effective questions to quickly understand each member’s situation.
- Capture key details to coordinate timely and accurate roadside assistance. Put safety first, offering empathy and reassurance during times of need.

**KEY INFORMATION**
***We are looking for** full-time employees to work 35 hours per week on a 3-week rotational roster between the hours of 5am-midnight, Monday to Sunday (including public holidays). This is a hybrid working environment, primarily working remotely from home but also with a commitment to work from our Sydney and Gosford office as directed. The start date for this position is**17th November 2025.** **Please note that we are unfortunately unable to support any leave requests from 17th November until end of April 2026 due to peak periods.**

**What you’ll bring**

At NRMA, we’re committed to delivering an exceptional experience for our members, and we’re looking for talented individuals who bring the following qualities to our team:

- ** Thrives in a fast-paced, high-volume call centre environment** - staying focused and effective under pressure.
- ** Resilient and adaptable** - embracing challenges with a can-do attitude and navigating change with confidence.
- ** Empathetic and solution-oriented** - bringing warmth, understanding, and problem-solving skills to every interaction.
- ** Passionate about helping others** - creating positive experiences for members when they need it most.
- ** Previous contact centre experience** - highly desirable, but not essential.
- ** Outstanding listening and communication skills** - with the ability to exercise discretion and professionalism.
- ** Tech-savvy and detail-focused** - confidently navigating multiple complex computer systems with accuracy.
- ** Self-motivated and autonomous** - thriving in a remote team-based environment while maintaining self-accountability and productivity.
- ** Team player mindset** - connecting virtually and in person with colleagues.

**Recruitment Process**

If you are shortlisted and require any adjustments during the recruitment process, please contact our recruiter when invited to an information session.

**What’s in it for you?**

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you
- Eligibility for KPI/performance incentives on top of base salary post probation period
- Shift loading - before 7am and after 9pm on weekdays, weekends and public holidays
- Accumulated 5 weeks annual leave + a “Me” day (after 12 months of service)
- Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
- Complimentary myNRMA Rewards membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
- Discounts on a range of NRMA personal insurance products including car, home & travel
- Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

**Know you Belong