Customer Value Consultant

Grow your career in one of Australia’s leading insurance broker—a double winner at the 2024 Insurance Business Australia Awards, taking home awards for Outstanding Customer Experience and Best Service Provider-Insurtech!

The Opportunity

Support a rapidly growing support function as Customer Value Specialist by delivering exceptional customer experience and driving success. In this role, you’ll play a key part in strengthening customer loyalty, improving processes, and ensuring clients receive the right assistance exactly when they need it.

Why join us?

• Proudly Great Place to Work® certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with LinkedIn Learning and tailored training
• Flexible work setup
  
  
  

• Contact existing customers to deliver exceptional service and satisfaction.
• Maximise every interaction by promoting relevant products and services.
• Track upcoming policy expiries and follow up for renewals.
• Handle inbound and outbound calls.
• Conduct policy “health checks” to ensure customers remain adequately protected.
• Escalate insurer referrals for pending claims or special cases.
• Follow up on dishonoured payments and assist in resolving issues.
• Maintain strong product, process, and systems knowledge.
• Meet daily/weekly/monthly KPIs across renewals, retention, QA, and adherence.
• Collaborate with internal teams to identify customer behaviour trends.
• Keep documentation accurate and compliant with operational standards.
• Support continuous improvement of the team and its processes.
  
  
  

• Minimum of 2 years’ experience in customer service particularly sales is a plus
• Experience in commercial or general insurance is highly preferred.
• Strong customer service mindset with the ability to understand needs and build rapport.
• Comfortable working across multiple tech platforms.
• Excellent verbal and written communication skills.
• Highly empathetic, proactive, and committed to delivering exceptional customer outcomes.
• Strong attention to detail, organisation, and multitasking ability.
• Able to perform under pressure and meet strict deadlines.
• Experience working in a KPI-driven or quality-controlled environment.
• Positive attitude, willingness to learn, and strong team commitment.
  
  
  

• Manila (BGC, Taguig): Australian business hours with a work-from-home setup