At Symbos, we create connected experiences by bringing together exceptional people, smart technology and a culture built on empathy and trust. As an Australian-led organisation with global scale, we partner with clients to deliver high-quality customer and operational support.

About the Client

The client provides emergency roadside assistance to motorists whose coverage is included in an automotive insurance policy or new-vehicle package. Through this program, you will support customers who need timely help with breakdowns, flat tyres, lockouts, fuel delivery, accidents and towing.

The Opportunity

As a Customer Service Associate, you will be the first point of contact for customers seeking roadside assistance during overnight hours. You will handle inbound and outbound calls, assess urgent vehicle-related needs, coordinate the appropriate service provider and keep customers informed with clarity, empathy and efficiency.

What Sets This Role Apart

• Support an essential, real-world service where your work helps customers through stressful roadside situations.
• Join a permanent work-from-home program 
• Build valuable skills in customer service, coordination, decision-making and problem resolution.

Key Responsibilities

• Handle inbound calls from customers and client account representatives requesting roadside assistance.
• Support customers experiencing no-start vehicles, flat tyres, lockouts, fuel shortages, accidents, towing needs and other roadside incidents.
• Ask clear, focused questions to understand the customer's location, vehicle condition, immediate needs and safety considerations.
• Explain applicable policy coverage accurately and follow approved program guidelines.
• Contact and secure appropriate roadside or towing providers based on location, coverage and service requirements.
• Make follow-up calls when clarification or secondary services are needed and provide customers with clear status updates.
• Locate customers using Google Maps and client tools, transfer or escalate calls when required, maintain accurate records and follow approved workflows, security controls and quality standards.

What We’re Looking For

• At least 6 months of voice-based customer service or contact centre experience.
• Strong spoken and written English, with a clear, calm and professional phone manner.
• Senior High School graduate or equivalent.
• A customer-first mindset with empathy, patience and resilience.
• Strong attention to detail, active listening and practical problem-solving skills.
• Availability for rotating night shifts, split shifts, weekends and holidays in a work-from-home setup.
• Confidence using Google Maps, client tools and multiple systems simultaneously.
• A compliant home setup with a supported Windows 11 computer, hardwired internet of at least 10 Mbps download and 3 Mbps upload, a hardwired USB headset, current security protection, a quiet secure workspace and a smartphone with a working camera. You must also be able to complete required client certification and assessments.

Nice to Have

• Experience in roadside assistance, dispatch, towing coordination or other urgent, time-sensitive customer support.
• Familiarity with CRM platforms, contact centre tools or multi-system environments.
• Working knowledge of customer support systems and location-mapping resources.

Who This Role Suits

• You enjoy helping customers through urgent situations and take pride in providing calm, clear and practical support.
• You stay composed under pressure, listen carefully and follow processes without losing the human touch.
• You are comfortable working rotating night shifts, split shifts, weekends and holidays from a professional home workspace.

Application Process

The first step in our recruitment process is an online assessment. Successful candidates will be contacted for the next stage, which may include an interview, background check, photo ID verification and completion of client certification, assessments and security training.

The application process will also require uploading a photo of your home work station and internet speed.