Customer Support Officer

Customer Support Officer | Superannuation | Melbourne CBD

• About the Role
• We're on the hunt for Customer Support Officers to join one of Australia's largest and fastest-growing industry superannuation funds in Melbourne CBD. You'll support exisiting members across phone, email, and chat, taking real ownership of each enquiry and seeing it through to resolution.

It's a fast-paced, structured, and genuinely supportive environment where accuracy and the member experience matter. You'll handle everything from everyday questions to more complex or sensitive situations, helping people navigate their super with clarity and confidence.

The team operates Monday to Friday between 6am and 6pm. This is an initial 4 month contract with a genuine opportunity to go permanent for the right person.

What You'll Be Doing

Supporting members, employers, and third parties across phone, chat, and email

Owning enquiries from start to finish, aiming for first contact resolution

Educating members with clear, accurate information so they can make confident decisions

Handling a mix of straightforward and more complex or sensitive enquiries

Working towards quality, resolution, and productivity targets

Contributing to a positive team culture and looking for ways to improve

About You

Experience in a customer-facing role, ideally in superannuation or financial services

Strong written and verbal communication skills

A knack for building rapport quickly and guiding conversations to a resolution

Confident actively listening and asking the right questions to understand what someone needs

Resilient and empathetic, even in challenging or sensitive conversations

Comfortable in a fast-paced, structured environment with competing priorities

Sharp attention to detail and a real commitment to accuracy

Happy working across phone, chat, and email

Comfortable navigating complaints and staying professional under pressure

Open to feedback, change, and continuous improvement

Comfortable working in a regulated environment and staying on top of requirements

Open to obtaining RG146 certification as part of your induction (training provided)

Reliable and able to commit to a rostered shift pattern

What's on Offer

Great Melbourne CBD location with modern office space

A supportive team that actually invests in your growth

The chance to build real expertise in the superannuation space

A competitive hourly rate plus super

Sound like you? Let's talk.