Customer Service Consultant

1 week ago

Sydney CBD, New South Wales, Australia AccessEAP Full time $60,000 - $80,000 per year

Company Overview

AccessEAP is an Australian-owned, not-for-profit organisation with over 30 years of experience in the Employee Assistance Program (EAP) industry. As one of the founding members of the sector, we're proud to have helped shape best practice across a broad range of industries.

Our mission since 1989 has been to improve workplace wellbeing and support Australians' mental health. We provide services such as EAP counselling, critical incident response, onsite and remote support, psychosocial risk management, and tailored wellbeing consultation to help individuals and organisations thrive.

About the Role

We're seeking a Customer Service Consultant to join our Client Services team in a full-time hybrid position based in Sydney, NSW. This role includes flexible work-from-home options.

As the first point of contact for our clients, you'll play a vital role in connecting people with the mental health and wellbeing support they need. This is a key frontline position requiring empathy, attention to detail, and a strong customer service mindset.

Key Responsibilities

  • Delivering service that meets or exceeds internal Service Level Agreements

  • Managing inbound client and customer inquiries via phone and email

  • Minimising call wait times and handling high volumes with professionalism

  • Triaging and connecting clients with the most appropriate clinical associate

  • Registering organisational support services cases accurately and sensitively

  • Performing timely and accurate data entry and case tracking

  • Prioritising the needs of clients with empathy and discretion

  • Managing after-hours and e-counselling requests

  • Monitoring and responding to the Client Services team inbox

  • Handling appointment cancellations and rescheduling requests

What We're Looking For

  • Proven experience in a customer service or contact centre environment

  • Strong interpersonal skills with the ability to communicate clearly and compassionately

  • Empathy and discretion when dealing with sensitive client information

  • High attention to detail and ability to manage confidential data

  • Confidence working with operational business systems and the Microsoft Office suite

  • Ability to work both independently and as part of a collaborative hybrid team

  • Familiarity with the mental health or wellbeing sector is an advantage

Why Join AccessEAP?

  • Be part of a mission-driven organisation improving lives every day

  • Hybrid working environment with flexibility and purpose

  • Inclusive and supportive workplace culture

  • Opportunities for growth within a well-established, respected not-for-profit

  • Salary sacrificing benefits

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