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Full Job Description

As a Customer Service Officer (CSO) you will be the first point of contact (members, employers and financial planners) via phone (inbound/outbound), click-to-chat, and email for a range of enquiries.
Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses.

Key Accountabilities and Main Responsibilities
Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
The provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
Investigation and ownership of complex member queries
Demonstrating subject matter expertise on funds/processes/procedure
Achievement of all Key Performance Indicators (KPIs)
Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions
Demonstrating drive and motivation by keeping abreast of current industry related information and changes
Displaying a proactive approach to independent learning
Actively contributing towards continuous process improvement
Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
Adhering to all legislative requirements required for the role
Complying with Link Group Privacy a policy and procedures

Experience & Personal Attributes
Strong customer service skills with a member experience focus
Excellent written and verbal communication skills, and a pleasant phone manner
Strong ability to interpret complex subject matter and to translate information to the end user
Established history of consistently delivering results and achieving set targets
Proven track record of reliability and punctuality in a structured environment
Proven ability to solve complex problems and deliver innovative solutions
Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
Ability to work under pressure and maintain set target levels
Openness to feedback and willingness to develop professionally
Proven ability to solve complex problems and deliver innovative solutions
Previous experience in working in a collaborative and professional team environment
Intermediate computer literacy and keyboard skills (MS Office suite) , and excellent attention to detail and accuracy
Ability to work across digital media platforms and provide front line technical support
A desire to work in, and develop a career within the superannuation industry
Experience in Contact Centre or Financial Services
ASFA qualification or equivalent
RG146 qualification

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