Australia Job Openings
Hudson Australia
Customer Experience Specialist
Sydney
CONTRACT
August 14, 2024
Salary: $37 per hour + super
Working hours: 9:00 AM - 5:00 PM - 38 hours per week
Work from home full time | with a requirement to attend day one in the office to collect laptop & headset
Location: Sydney cbd or Melbourne CBD (to collect equipment)
Start Date: 16/09/24 essential
The Role:
We are seeking a dedicated and enthusiastic Customer Experience Specialist to join our client in the insurance space. This role involves handling inbound and outbound customer calls, addressing inquiries, and ensuring a high level of customer satisfaction.
Responsibilities:
- Service inbound calls and capture details for each customer.
- Identify which campaign the customer is calling about.
- Answer customer inquiries to the best of your ability, supported by training and FAQs.
- Escalate customer inquiries to Level 2 when they cannot be answered by FAQs.
- Send customers any requested content (e.g., a copy of the scheme documents, etc.).
- Record all call details in a central repository.
- Conduct outbound calls with customers to request updated contact details.
- Understand the project purpose and know how to handle customer questions and exceptions.
- Engage in creating a supportive team environment while actively sharing skills and knowledge.
- Follow processes in place to refer escalations and complaints to the relevant internal teams for quick resolution.
- Identify trends and provide feedback to your Team Leader to prevent reoccurrence.
- Understand the responsibility of the organization in relation to Privacy Law and compliance guidelines, and execute daily activities within these laws and guidelines.
- Proactively raise and seek to rectify known compliance breaches within set timeframes.
- Maintain adherence to customer practices.
- Adhere to regulatory and organizational policies and procedures, particularly operating within set delegations and authorities.
- Raise potential risk issues in daily operations across systems, policies, and procedures that may result in the organization being exposed to financial instability, fraud, non-fulfilment of regulatory requirements, or litigation, including behaviours that may be discriminatory or undermine the organization's spirit.
- Be a great team player and treat colleagues as you would like to be treated.
Ideal candidate:
The ideal candidate will be adept at managing customer interactions and will work collaboratively within the team to provide exceptional service. Reliability to stay in the role during the whole assignment is really important.
Requirements:
- Previous call centre experience
- Strong communication and interpersonal skills.
- Ability to handle inquiries and complaints in a professional manner.
- Proficiency in using CRM systems and other relevant software.
- Excellent organizational and time management skills.
- Knowledge of privacy laws and compliance guidelines.
- Strong problem-solving skills and attention to detail.
- Positive attitude and a team-oriented mindset.
Sounds like you? Make sure to apply!
This pay rate is inclusive of mandatory 25% casual loading
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