Customer Service Officer
Handle inbound customer queries on policies, claims and account status — the first point of contact for every case.
Customer Intake
Handle inbound customer queries and initial case logging.
Claims Processing
Administer and process claims through to resolution.
Policy Administration
Administer policy issuance, endorsements and underwriting prep.
Compliance & Risk
Perform KYC/AML checks and compliance operations.
Reconciliation
Reconcile transactions and investigate exceptions.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster first-contact resolution and calmer customers — because most queries are answered on the first call using accurate case data.
What this role owns day to day
Core responsibilities
- Answer inbound customer queries on policies, claims and accounts
- Provide accurate status updates using policy/claims systems
- Resolve simple queries directly; escalate complex cases cleanly
- Log every interaction accurately in the CRM
Works inside
Reported on weekly
| First response | Speed of initial reply to queries |
| Resolution time | Time to resolve customer queries |
| First response (KPI) | Response time against target |
| Record quality | Completeness of interaction logs |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around peak claim or query volume.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour case coverage.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a query spans a policy, a claim and a billing question all at once — it still gets handled end to end or handed off with full context instead of being bounced between queues.
What stays with your authorised staff
Uses approved scripts and authority limits; pricing, advice and binding commitments remain with authorised staff.
The market backdrop for customer service hires
of Australian small businesses expected difficulty meeting financial commitments in June 2026.
of Australian businesses reported rising operating expenses in June 2026 — 65% citing overheads, 40% citing staffing costs.
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, wherever regulated cases need processing
Strip away the policy-specific platforms and this role is a recognisable shape: process a case through defined stages, apply documented rules, and keep a clean audit trail.
Doing this in-house with stretched staff, or paying a third party
- Customer queries compete with other operational work
- Hold times grow as case volume increases
- Handover between teams loses context
A dedicated customer service officer, outsourced to us
- One resource whose only job is your inbound queue
- Reports to your own operations manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Telecommunications
Inbound customer queries on orders and billing follow the same first-contact discipline.
CRM · ticketingRetail & E-commerce
Customer service on orders and returns mirrors this role's triage-and-resolve shape.
Helpdesk · CRMReal Estate & Property Management
Tenant and owner enquiries follow the same first-response discipline.
CRM · portalsLogistics & Freight
Shipment status enquiries need the same responsive, system-driven customer service.
TMS · CRMNo guessing what this role worked on. Full sample report on the Financial Services page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Customer Service Officer
Ready to add this role to your team?
Tell us your query volumes and current CRM — we'll shortlist candidates against your actual task list.