About the Role We are seeking multiple Customer Service & Call Centre professionals to join a newly established Hypercare Support Team . This team will play a critical role in supporting subcontractors working on a major national infrastructure program by providing first-line assistance, logging issues, and ensuring queries are directed to the right teams. This is a fast-paced, high-volume call centre style environment , ideally suited to candidates with prior call centre or high-volume customer service experience. Key Responsibilities Act as the first point of contact via phone and email for subcontractor queries. Use call scripts and FAQs to answer common questions (e.g. payments, system access, compliance, work allocation). Accurately log all enquiries into a ticketing system (training provided). Triage and allocate complex issues to the appropriate specialist team. Monitor shared inboxes, convert emails into tickets, and ensure correct tagging. Provide professional, calm, and reassuring responses — even when callers are frustrated. Maintain accurate records and reporting to support service improvement and workload analysis. Work collaboratively with colleagues in-office to ensure seamless coverage across shifts. About You Minimum 12 months experience in a call centre or high-volume customer service environment. Strong communication skills, with the ability to manage challenging conversations calmly and professionally. Excellent attention to detail and accuracy when handling data, tickets, and reporting. Ability to thrive in a structured, rostered environment , including managing calls during peak and quiet periods. Team-oriented mindset with flexibility to support colleagues as needed. Tech-savvy and quick to learn new systems (training provided in JIRA and internal platforms). The Details Location : Brisbane preferred (on-site). Sydney and Melbourne candidates may also be considered. Hours : Rostered shifts covering 7am–7pm . Standard 7.6-hour shifts with staggered starts (e.g. 7–3, 9:30–5:30). Duration : Initial 2-month contract with the possibility of extension. Pay Rate : $35–$40 per hour superannuation (depending on experience). Start Date : ASAP — roles to commence late next week following training.
