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 9am and 5pm. This is an initial 3 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.