Customer Service & Administration Officer

Company: Victoria Rideshare Cover Inc.
Location: Melbourne, Victoria
Employment: Full-Time Position
Reports To: Operations Manager (Robbie)

About the Role
Victoria Rideshare Cover is seeking a highly organised and customer-focused Customer Service & Administration Officer to join our growing team. As the first point of contact for our members, you'll manage communications, assist with a ---------- claims, process administrative tasks, and ensure a smooth customer experience across phone, email, and WhatsApp. If you thrive in a fast-paced environment, enjoy helping people, and have strong attention to detail, we'd love to hear from you.

Primary Responsibilities

Member Support Communications
* Answer incoming calls (5-20 per day) and address member inquiries promptly
* Respond to emails (0-30 per day) within 30 minutes of receipt
* Monitor and reply to WhatsApp Business messages within 5-10 minutes
* Maintain professional tone and accurate records in all interactions
* Escalate complex issues to Robbie as required

A ---------- & Claims Assistance

* Receive a ---------- reports fro ---------- mbers
* Confir ---------- mber safety (no ambulance required, all parties secure)
* Send claim form and required documentation checklist via email or WhatsApp
* Advise members of 48-hour submission deadline
* Do not escalate — pass information directly to claims processing

Payment Administration

* Identify failed payment transactions
* Contact members via phone, WhatsApp, and email
* Request updated banking details
* Resend payment links as required
* Update payment status in records

Policy Management

* Create and send membership certificates for new members
* Monitor policy expiry dates in system
* Send renewal certificates 7 days before expiration
* Ensure all documentation is accurate and timely

Administration & Record Keeping

* Maintain master spreadsheet with all member interactions
* Record invoice receipts from underwriter with dates
* Update member information changes
* Prepare daily follow-up lists
* Archive correspondence and documentation

What We're Looking For

Essential Skills & Experience
• Fluent written and spoken English
• Minimum 1 year customer service experience
• Strong Excel and spreadsheet skills
• Confident using email and WhatsApp Business
• Excellent organisational and communication skills

Required Competencies
* Multi-tasking — manage simultaneous calls, emails, and messages
* Time management — meet strict response deadlines
* Accuracy — error-free data entry and record-keeping
* Communication — clear, professional, and empathetic
* Organization — manage high-volume tasks without losing track
* Problem-solving — identify issues and escalate appropriately
* Stress management — remain calm under high-volume pressure

Key Performance Indicators (KPIs)
• Email responses within 30 minutes
• WhatsApp responses within 5–10 minutes
• Minimum 80% call answer rate
• Claim forms sent within 1 hour of a ---------- reports
• 100% a ---------- reminder compliance
• Failed payments contacted within 24 hours
• Same-day certificate processing for new members
• Renewal certificates sent 7 days before expiry
• 100% interaction logging accuracy
• Same-day invoice recording

Typical Workday
9:00 AM – Start
• Log into all communication systems
• Review follow-ups and priorities
• Prepare daily task list

Throughout the Day
• Respond to calls, emails, and WhatsApp messages
• Process claims and member requests
• Follow up payments and renewals
• Update records and spreadsheets

5:00 PM – Finish
• Review outstanding tasks
• Prepare next-day follow-up list
• Ensure all records are updated

When to Escalate
Please notify the Operations Manager regarding:
* Complex member disputes or complaints
* Requests for policy exceptions or special conditions
* Pricing questions or quote adjustments
* Membership cancellation requests
* Unclear or suspicious a ---------- circumstances
* Payment disputes or refund requests
* Any member expressing significant dissatisfaction
* Issues outside your authority to resolve

Success Metrics - This role is successful when:
* All members receive responses within target timeframes
* 100% of a ---------- claims receive documentation within 1 hour
* Zero missed 48-hour reminders on a ---------- claims
* Failed payment recovery rate exceeds 90%
* Spreadsheet is 100% accurate and up-to-date
* Member feedback is consistently positive
* No escalations due to missed deadlines or poor communication
* All administrative tasks completed on schedule

NOTES
* This role requires flexibility and the ability to prioritise multiple simultaneous tasks
* Response times are critical — members expect quick resolutions
* Accuracy in record-keeping is essential for compliance and member satisfaction
* This position may require occasional overtime during peak periods
* Training will be provided on all systems and procedures

Why Join Victoria Rideshare Cover?
• Supportive team environment
• Full training provided
• Stable full-time position
• Opportunity to grow with the business
• Meaningful customer-focused role

To apply, please submit your resume and a 1- 2 minute introductory video explaining your customer service experience & admin experience and why you're a great fit for the role. Include the keyword ‘Cover’ in your cover letter; applications without the video or keyword will not be considered for an interview.