Customer Service Representative – International Health 

Location: Brisbane, QLD
Department: International Health

We’re looking for a customer-focused professional who thrives in a dynamic, digitally enabled environment and is passionate about delivering seamless service experiences for international students.

As a Customer Service Representative, you’ll play a key role in supporting OSHC members and partner organisations, combining human-cented service with effective use of systems, insights, and evolving tools to deliver efficient, high-quality outcomes.

About the Role

This is a multi-channel customer service opportunity where you will engage directly with students and partners across on-campus, phone, and digital channels. You will provide accurate guidance, resolve enquiries at first contact, and contribute to continuous service improvement in a fast-paced, performance-driven environment.

You’ll be part of a collaborative team that embraces innovation, data-informed decision making, and continuous learning to enhance the customer experience.

Key Responsibilities

Customer Experience Delivery

• Provide tailored support to OSHC members via face-to-face, phone, email, and virtual channels
• Deliver accurate, timely, and customer-centric solutions
• Anticipate customer needs and proactively identify opportunities to enhance service outcomes
• Support student engagement activities including orientations, workshops, and events

Partner Engagement

• Build and maintain strong relationships with education providers and key stakeholders
• Support policy administration and partner-related enquiries with a solution-focused approach
• Ensure timely, professional responses across all interactions

Product and Systems Capability

• Apply knowledge of OSHC, OVHC, and related products to support customer needs
• Navigate internal systems efficiently, ensuring accurate data capture and case management
• Interpret policy documents and apply guidance to real-time scenarios

Performance and Quality

• Maintain accurate and timely records of all customer interactions
• Meet service level expectations, including telephone KPIs and workload targets
• Take ownership of personal performance, using feedback and data to continuously improve

Team Contribution

• Work collaboratively to achieve shared goals and enhance team outcomes
• Share insights and knowledge to support continuous improvement
• Contribute to a positive and inclusive team environment

Risk and Compliance

• Adhere to organisational policies, procedures, and compliance requirements
• Identify and escalate risks or issues appropriately
• Uphold ethical, professional, and safe working practices

About You

You are a proactive and adaptable customer service professional who is comfortable working in a digitally supported environment and engaging with diverse audiences.

You bring:

• Strong communication skills, with the ability to engage customers from varied cultural and language backgrounds
• A natural problem-solving mindset with the ability to interpret information and make informed decisions
• High attention to detail and accuracy in system usage and data entry
• Confidence working with multiple systems and tools, including Microsoft Office
• The ability to manage competing priorities and maintain performance under pressure
• A collaborative approach, balanced with the ability to work independently

What You’ll Gain

• Exposure to a modern and evolving customer service environment
• Opportunities to build capability across systems, products, and digital tools
• A supportive team culture focused on continuous learning and improvement
• The chance to make a meaningful difference to international student experiences

Ready to Apply?

If you’re motivated by delivering exceptional service and enjoy working in a fast-moving, future-focused environment, we’d love to hear from you.