Job Description

Key Responsibilities:

• Wear many hats to accomplish a singular goal, providing our customer with a best-in-class experience.
• Handle each customer interaction via multiple channels phone, email and/or chat in accordance with company policies, guidelines and procedures.
• Put in the extra effort to engage customers, listen to customer complaints or concerns and work to resolve their issues.
• Responsible for accurately updating customer records after each interaction.
• Assist on handling escalated calls from across all areas; handling Level 1 complaints and complex problems posed by our customers.
• Assist Operations team and greater business through regular knowledge sharing.
• Advise Ops Manager and key stakeholders of customer service trends and assist with proactive strategies to ensure customer satisfaction.
• Proactively identify process, system gaps and work with your team and key stakeholders to develop possible solutions and improvements.
• Drive the increase in the efficiency and accuracy of our processes.
• Perform any other contact centre duties as directed.
• Consistently meet your team and individual measures of success.

Qualifications:

• A team player with excellent written and verbal communication and interpersonal skills.
• Be agile and have a strong willingness to accept and embrace change.
• A passion for customer service alongside strong judgement, logical thinking to obtain the best outcome for the customer and the business.
• Proven ability to work under pressure and manage customer and business expectations.
• Have an innovative approach with a focus on continuous process improvement.
• Able to work autonomously.
• Open, honest, respectful, and trustworthy.
• Organized and proactive.
• Demonstrate high integrity.
• University degree preferred.
• At least 2 years experienced.
• Understanding of relevant regulatory legislation under the Australian Securities and Investments Commission Act (2001) (ASIC Act), Competition and Consumer Act, The AntiMoney Laundering, and Counter-Terrorism Financing Act, Privacy Act; and National Consumer Credit Protection Act.
• Sound Computer skills, past experienced with CRM a plus.