Job Description

We are on the hunt for a dedicated Customer Service Representative to join our team at our Head Office in Carrum Downs, Victoria. In this permanent, full-time role, you will play a crucial part in ensuring customer satisfaction within the building and construction industry. Your ability to communicate effectively and resolve issues will contribute significantly to our company's reputation and success.

About UBS:

With a proud history spanning over 26 years in the insurance building repairs domain, UBS stands as a trusted partner to some of Australia’s most distinguished Insurance companies. We are the front line for people who have experienced loss and devastation, and our role is to make a complex process simple whilst supporting our customers through the rebuilding process. At UBS, our vision is rebuilding dreams by providing quality rebuilds at competitive costs.

About our Core Values:

• are open and honest
• own our decisions
• are collaborative and solution focused
• embrace change
• are role models, our behaviours build strong relationship

About the role:

This is a critical role within the business as you will be the main point of contact at UBS, setting the tone for customer expectations and the overall experience. This role is pivotal in guaranteeing customer satisfaction, fostering positive relationships with customers, trades, and insurer partners and addressing issues professionally and effectively. This role requires empathy, attention to detail, flexibility and responsiveness to support the achievement of key performance indicators, specifically:

• Ensure that all visitors are greeted at Reception in a professional and friendly manner.
• Address all customer inquiries, requests, and complaints in a prompt and professional manner.
• Providing accurate and timely information and a high level of customer service in person and on the phone.
• Acknowledge and escalate customer issues and complaints effectively and efficiently, escalating to the relevant manager as required.
• Record and maintain accurate customer information, interactions, and transactions in NetSuite and insurer portals.
• Collect feedback from customers to identify areas for improvement and advising the relevant manager as required.
• Adhere to company policies and procedures while handling customer interactions and data.
• Collaborating with other teams to ensure a seamless customer experience.
• Assist to set up the Boardroom for meetings and training.
• Provide administrative and claims support as required.
• Develop and maintain positive working relationships with staff members.

About you:

• No experience necessary, full training and ongoing support will be provided
• Team player
• Excellent attention to detail
• Excellent presentation, verbal and written communication skills
• Comfortable working in fast paced environment with multiple priorities
• Ability to record accurate notes in internal and external systems

Requirements:

• 100 points of identification (Driver License or Passport)
• Current Clear National Police

What we offer:

• Competitive salary package commensurate with experience
• Supportive leadership team and collaborative work environment
• Opportunity to play a key role in business growth and improvement
• Long-term career development opportunities

Inclusion and Diversity

We continue to hire great people with a wide variety of skills, experience, and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers, and other diversity groups.