Customer Service Representative

Role OverviewThe Customer Service Representative will sit across our Australian side of the business with a primary focus on our online Hobby Farm offering, Farmstyle Insurance. You will assist customers, providing friendly, professional, and efficient service across phone and email channels. This role supports the day-to-day administration of insurance policies, helping customers with enquiries, policy processing, and general service requests. In addition to supporting Farmstyle Insurance, the role will also provide support to WFI intermediaries and brokers. Key ResponsibilitiesRespond to customer enquiries via phone and email in a timely and professional manner.Assist customers with quotations, policy applications, renewals, endorsements, and general policy enquiries.Process new business, policy amendments, cancellations, and renewals accurately within agreed service standards.Maintain accurate customer and policy records within business systems.Work closely with underwriting, claims, and operations teams to resolve customer enquiries.Identify opportunities to improve the customer experience and contribute to service excellence initiatives.Ensure all interactions comply with company policies, regulatory requirements, and customer service standards.Guide customers through Farmstyle Insurance products and coverage options (post completion of required training and qualifications).Skills & ExperiencePrevious experience in customer service, preferably insurance administration, or a similar customer-facing role.Strong verbal and written communication skills.Excellent attention to detail and organisational skills.Ability to manage multiple tasks in a fast-paced environment.Proficiency with Microsoft Office and customer management systems.Insurance experience is desirable but not essential, as training will be provided.Key AttributesCustomer-focused and solutions-oriented.Professional, approachable, and empathetic.Strong team player with a positive attitude.Reliable, proactive, and willing to learn.
This role plays a key part in delivering a positive customer experience and supporting the continued growth of the Farmstyle Insurance portfolio and the broader Ag Guard Group. Development opportunities are available in underwriting, claims and operations.
Why Ag GuardAg Guard is a fast-growing rural insurance business across Australia and New Zealand. We have a small and nimble team and leverage technology extensively. We offer a flat, collaborative and supportive workplace where people are encouraged to learn, develop and take on new opportunities. As we continue to grow, you'll have the chance to build your career, contribute to meaningful work, and be part of a team making a real difference for rural communities across Australia and New Zealand.