Customer Service Specialist

MAYDAY Recruitment is seeking a proactive and customer-focused Client Solutions Consultant to join a high-performing team based in Sydney’s CBD. This is an exciting opportunity for someone who thrives in a fast-paced call centre environment and is passionate about delivering exceptional service while building strong, lasting customer relationships.
This role is primarily phone-based, where your ability to engage, problem-solve and influence outcomes will directly contribute to customer retention and satisfaction.

What’s in it for you?

• $65,000.00 - $70,000.00 + super 
• Full-time permanent position based in Sydney CBD
• Hybrid model after probation - 1 day WFH
• Monday - Friday: 8.30am - 5.30pm
• Work for a highly respected life insurance provider with a customer-first ethos
• Be part of a warm, energetic, and supportive team
• Access to ongoing training, personal development, and clear career progression
• Join a values-driven organisation that promotes collaboration, empathy, and growth

Key Responsibilities:

• Deliver outstanding customer service by handling inbound client calls efficiently and professionally
• Identify customer needs, concerns or complaints and provide effective solutions
• Use strong questioning and negotiation techniques to retain customers considering policy cancellation
• Manage challenging conversations with empathy, clarity and professionalism
• Build and maintain strong relationships with customers and internal stakeholders
• Consistently meet or exceed performance metrics and KPIs
• Participate in ongoing training and development initiatives
• Contribute positively to team culture with energy, integrity and accountability

Key Skills & Experience:

• Proven experience in a customer-focused role, ideally within a call centre or fast-paced environment
• Strong communication skills with the ability to actively listen and respond effectively
• Demonstrated ability to negotiate and influence positive outcomes
• High level of resilience and ability to manage difficult conversations
• Excellent time management, organisational skills and attention to detail
• Self-motivated with a strong drive to achieve results and exceed targets

Success in This Role Looks Like:

• Maintaining high-quality customer interactions (QA score >85%)
• Achieving strong retention outcomes (>20%)
• Working efficiently with low wrap times (<3 minutes)
• Delivering consistent productivity and service levels