Customer Service Associate Voice - Night Shift WFH

As a Customer Service Associate (Voice), you will be the first point of contact for customers seeking roadside assistance and related support. You will handle inbound and outbound calls to coordinate timely assistance, helping customers through stressful situations with clarity, empathy and efficiency.

Key Responsibilities

Customer support and call handling

• Handle inbound calls during night shift hours from customers and client account representatives requesting roadside assistance
• Assist customers experiencing vehicle issues such as breakdowns, flat tyres, lockouts, running out of fuel or vehicle accidents
• Ask effective questions to clearly understand the customer’s situation and immediate needs
• Communicate policy coverage details accurately based on the applicable client program
  
  

Service coordination

• Make outbound calls to service providers to secure towing or roadside assistance in line with policy requirements
• Coordinate response times and services with providers to resolve customer concerns promptly
• Conduct follow‑up calls when clarification or additional services are required
• Provide status updates to customers following their initial request for assistance
  
  

Location and documentation

• Identify customer locations using Google Maps and client tools
• Transfer calls to designated internal teams or client representatives when required
• Maintain accurate and detailed records of all customer interactions and actions taken
  
  

Essential

Skills and experience

• Previous voice‑based customer service or call centre experience (minimum of 6 months)
• Strong spoken English skills with a clear, calm and professional phone manner
• At least a Senior High School graduate or equivalent
• Customer‑first mindset with strong empathy and resilience
• Excellent attention to detail and problem‑solving skills
• Comfortable working night shifts and in a work‑from‑home setup
• Tech‑savvy, with the ability to navigate multiple systems simultaneously
• Reliable home internet connection and a quiet workspace suitable for voice calls
  
  

Desirable

• Experience supporting customers in urgent or time‑sensitive scenarios
• Familiarity with CRM platforms or customer support systems
  
  

About Symbos

Symbos partners with organisations to deliver AI‑led, human‑centred workforce solutions. Australian‑led with global scale, Symbos combines technology, operational excellence and a people‑first culture to help clients build connected, high‑performing teams.

Why join Symbos

• Permanent work‑from‑home opportunity
• Night shift role supporting essential, real‑world services
• Be part of an Australian‑led organisation with a strong global presence
• Supportive, people‑first culture focused on trust, learning and growth
• Opportunity to build valuable skills in customer service, coordination and problem resolution
  
  

Please note: The first step in our recruitment process is an online assessment. Candidates who successfully complete this step will be contacted for the next stage.

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