Careers at Symbos

Symbos is supporting the recruitment process for a Customer Care Associate role with a leading OSHC and holiday programs provider. This opportunity is suited to a clear communicator who enjoys helping customers, solving enquiries efficiently, and contributing to a high-quality service experience. 

About the Client 

Our client is a leading OSHC and holiday programs provider supporting families and care users across before-school, after-school, and holiday care services. The Customer Care team plays an important role in helping parents manage bookings, understand account information, resolve payment or statement queries, and make better use of self-service tools. 

The Opportunity 

We are looking for a Customer Care Associate to support families and care users with booking-related enquiries, cancellations, adjustments, payments, account updates, and general customer care requests. 

In this permanent role, you will respond to inbound phone calls and emails, guide customers through booking processes, promote the Parent Portal app, and help deliver service excellence across every customer interaction. 

What Sets This Role Apart 

• Permanent customer care role supporting families and care users with bookings, cancellations, adjustments, and general enquiries. 

• A service-focused position where every interaction supports the customer journey. 

• Opportunity to help parents make better use of the Parent Portal app and reduce repeat booking enquiries. 

• Work closely with internal teams including second-level Customer Care, OSHC Coordinators, Regional Managers, General Managers, KAMs, Customer Care Associates, Team Leaders, and the Customer Care Manager. 

• Opportunity to work in a hybrid work setup.

Key Responsibilities 

• Respond to inbound booking-related phone calls from customers. 

• Respond to booking-related emails from customers efficiently and professionally. 

• Process new bookings, booking cancellations, and booking adjustments. 

• Support parents and care users with general booking enquiries. 

• Update account information and assist with payment, payment plan, CCS, and statement queries. 

• Promote the Parent Portal app on calls and help customers understand the benefits of self-service. 

• Make outbound calls when required. 

• Manage customer queries in line with client practices and quality standards. 

• Support service excellence by resolving enquiries in a timely, helpful, and accurate way. 

• Meet KPI targets for productivity, quality, and attendance. 

What We’re Looking For 

• One to three years of inbound customer service experience is highly regarded. 

• Excellent English communication skills across phone and email. 

• Strong attention to detail, organisation, and task management. 

• Ability to provide high-quality customer service to a varied customer base. 

• Good understanding of the customer journey and what service excellence looks like. 

• Proficiency with Microsoft Word, Excel, PowerPoint, and Google tools. 

• Ability to work well within a large customer care team. 

• Confidence managing individual KPIs for productivity, quality, attendance, and customer satisfaction. 

Nice to Have 

• Experience supporting families, parents, or care users in a customer service setting. 

• Familiarity with booking systems, customer portals, payment support, or account administration. 

• Experience in OSHC, education, childcare, care services, or a similar service environment. 

• Confidence promoting self-service tools or apps to customers. 

Who This Role Suits 

This role suits someone who is customer-focused, patient, detail-oriented, and confident communicating with parents and care users by phone and email. 

You will thrive if you enjoy solving customer queries, working efficiently, supporting a large customer care team, and helping families navigate booking processes and self-service tools.