Customer Service Officer

Job description

Are you passionate about delivering exceptional service and solving complex problems? Do you thrive in a fast-paced environment where your initiative and attention to detail make a real impact? If so, we want you on our team! We’re looking for Customer Service Officers to join our superannuation contact centre team. In this role, you’ll be the go-to expert for resolving complex member queries, supporting stakeholders, and driving continuous improvement in service delivery. This role will require you to work a rotating roster from 8am-8pm Monday to Friday. At MUFG we support work-life balance with a hybrid setup: 2-3 days in our Parramatta office, the rest from home! What You’ll Be Doing: - Deliver first-call resolution by anticipating member needs and taking full ownership of enquiries - Act as the first escalation point for challenging or sensitive cases involving members, beneficiaries, and trustees - Investigate and resolve issues with professionalism and empathy - Meet and exceed KPIs across calls, admin tasks, and written correspondence - Collaborate with your team to share ideas, support goals, and contribute to a positive team culture - Participate in ongoing training and pr...