Multiple opportunities - 4 positions to be filled

 

What you do

You are responsible for delivering exceptional customer service through the effective management of inbound and outbound telephone calls. Reporting to the Team Lead, your duties include:

Promoting customer retention and satisfaction by identifying and understanding the customer’s needs Provide an appropriate and timely resolution to customer enquiries. Provision of accurate and consistent information on products and services as per procedures and protocols. Provide optimum levels of customer service by responding to enquiries professionally, by listening and developing a rapport with the customer and by taking all necessary action to solve customer problems within contracted and operational turnaround times. Effective handling of complex customer issues or complaints as required. Escalation of complaints, where required, to the leadership team or designated customer complaints team. Ensure customers are given information relating to any Client’s program to which they are entitled. Check the eligibility of Customers’ entitlements as required, to deliver the necessary services. Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client. Achievement of individual key performance indicators and contribute to overall team KPI’s. Display support of business initiatives in contributing to an environment of continuous improvement. Fostering positive working relationships with colleagues and stakeholders. Actively participate in ongoing personal development to increase understanding and knowledge of customers, clients, and systems relevant to role specifications. Active participation in performance discussions, coaching sessions and training sessions, demonstrating.

What you bring

 

Education/Qualification

Completion of Year 12 secondary education Related industry certification (Certificate III/IV Telecommunications) Commitment to personal development and ongoing learning

 

Software Skills

Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type

 

Skills

Ability to problem solve and utilising lateral thinking. Displays analytical skills when handling cases to effectively determine an appropriate outcome. Ability to self-manage performance against business requirements.

 

Communication

Excellent interpersonal and communication skills to effectively manage all cases received over the telephone. Display an awareness & understanding of cross-cultural differences. Demonstrates a calm and professional demeanour when placed in stressful situations. Demonstrated ability to effectively communicate with staff at all levels, both within the organisation and with external stakeholders as required. Demonstrated ability to work well with others in a cooperative, team environment. Displays a high level of empathy and understanding.

 

Risk and Compliance

Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements. Report and escalate risk and compliance related concerns, issues, and failures to management.

 

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

 

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

 
63286 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.