At Pacific International Insurance, we’re driven to provide our customers, communities, and partners with soft landings when they need it most. As part of our dedicated Pet Insurance team, you’ll play a vital role in supporting pet owners across Australia with care, empathy, and expert service.

We’re looking for a Pet Service Consultant who can deliver exceptional customer experiences supporting policyholders with enquiries, resolving issues, and ensuring our customers feel valued and understood.

This role is based in our Newcastle office, with on-site parking provided.

About the role …

• Be the first point of contact for our pet insurance customers via phone, email, and digital channels.
• Provide clear, accurate information on policies, coverage, and procedures.
• Process policy updates, renewals, amendments, and cancellations efficiently.
• Resolve customer issues with empathy and professionalism, liaising with claims, underwriting, and finance teams when needed.
• Ensure compliance with industry regulations and maintain accurate records.
• Stay informed on product updates and system processes, identifying opportunities for improvement.
• Collaborate with colleagues to continuously enhance the customer experience and team culture.

About you …

• Experience in customer service, call centre, or sales environments.
• High levels of emotional intelligence and empathy, you genuinely care about people and pets.
• A customer-first mindset, with confidence to ask questions and uncover customer needs.
• Strong communication skills, both written and verbal.
• Computer literacy with the ability to multitask across systems while engaging with customers.

Bonus points if you have:

• Persuasive problem-solving skills and resilience under pressure.
• Excellent interpersonal skills and adaptability in a fast-paced environment.
• A passion for supporting pet health and wellbeing.

Why you will love working with us…

• Competitive remuneration and variable rewards
• Supportive and collaborative hybrid work environment that values work-life balance
• Wellbeing Program offering EAP and annual wellbeing reimbursement
• Volunteer and support opportunities to make a difference in your local community
• Reward and Recognition Program offering both monetary rewards and additional leave at key service milestones
• A mission-driven company focused on the wellbeing of pets and their people
• A supportive, values-led culture where care and integrity come first
• The chance to shape a growing business with real leadership influence

If you’re passionate about helping people and their pets, and you thrive in a customer-focused role, we’d love to hear from you!

Apply now and be part of something meaningful at Pacific International Insurance or contact Georgi Evans on (02)4047 3925 georgi.evans@pacificins.com.au