Customer Experience Specialist
2 weeks ago
Company Description
Welcome to This Australian Life.
From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we're all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent.
We're always looking for people who want to go further with us. People who do what's right, aim high, and work smart. Why not discover where we can go?
Job Description
The Customer Experience Specialist is pivotal in focusing on first call resolution for our customers and advisors within each interaction. This experience will apply to all TAL product lines (Retail, Direct and Investments) and as you put yourself in the customer's shoes, you will be the smiling face of TAL.
Key responsibilities include:
- Servicing inbound calls for new and existing TAL & Asteron products within a timely manner.
- Educating our clients on the importance of their Life Insurance policies or investment products.
- Proactively manage relationships whilst monitoring service delivery and quality.
- Support team mates to collectively achieve desired customer outcomes.
- Respond to escalations and complaints - take responsibility to obtain a quick resolution.
Qualifications
You're always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems.
Skills we are looking for:
- Customer centric with excellent customer service skills and friendly telephone manner.
- Ability to work as part of a team and contribute to positive outcomes for the team.
- Excellent verbal and written communication skills Desirable
- Ability to multi-task and display effective time management skills.
- Previous experience within a Contact Centre environment.
As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.
Additional Information
At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don't check every box in the criteria above, we encourage you to apply today or get in touch with us here.
To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.
TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.
We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.
#LI-Hybrid
Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone's responsibility.
If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.
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