Customer Engagement Representative

2 weeks ago

Canberra, ACT, Australia Commonwealth Superannuation Corporation (CSC) Full time
Posted: 30/04/2024

Closing Date: 28/05/2024

Job Type:
Contract

Location:
Canberra

Job Category:
Call Centre and Customer Service


At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams.

We're proud to wear the government crest, and proud to serve those who serve our country.


Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing.

Through rich customer insights and world-leading investment strategies, we're always growing and improving.

That means creating an environment where each and every one of us has the opportunity to strive together for excellence.


_CSC is the trusted Superannuation fund for current and former Australian Government and Australian Government Defence Force employees serving our customers with our proud history for 100 years._

  • CSC is a superannuation fund with approximately $60 billion in funds under management._
  • CSC is a progressive future focused employer with a drive to make a difference in the retirement outcomes for our customers._
  • Our purpose is to build, support and protect better retirement outcomes for all our customers. Our mission is to be the trusted and valued partner who achieves longterm investment objectives, guides informed retirement decisions, and gives our customers peace of mind that their futures are in safe hands._

_The drive to make a difference._

  • Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through our worldleading investment strategies, we are always growing and improving.

    That means creating an environment where each and every one of us has the opportunity to strive together for excellence.

    _

Your new role


We're looking for people who have a real drive to make a difference—for our customers, for each other, and for CSC.


The key to success is that you consistently provide outstanding customer service when interacting with CSC's highly valued customers, listening actively and handling their needs with urgency and care.

As the central point of contact customers your engagement and desire to help people is essential.

State date: 3 June 2024

Key Responsibilities:

  • Foster a professional, collaborative, and customercentric team culture
  • Resolve all customer and thirdparty inquiries promptly and effectively across various communication channels
  • Demonstrate a commitment to best practice customer service, maintaining consistent engagement, communication, and recordkeeping standards while meeting business requirements
  • Review, calculate, process, and/or approve benefits in compliance with scheme rules, legislation, and policies
  • Provide facetoface customer support from our Canberra office as needed to deliver seamless service

Desired Skills and Experience:

What you'll need to excel

  • 12 years experience working in similar position and in busy, fast paced call centre or contact centre environments highly regarded
  • Ability to connect and support our customers with a professional and empathetic phone manner
  • Professionalism, customer focus and ability to contribute to a positive business culture
  • Highly developed multitasking, organisation and customer service skills to capture data as you speak with your customer over the telephone
  • Excellent administration skills, including written and researching skills to seek responses when on the telephone with your customer
  • Highly developed communication skills, with the ability to hold customer centre conversations and build rapport
  • Ability to learn quickly on new systems while processing new information and retaining key information

Requirements:

-
Hours: Monday to Friday between 8:15 am - 5:15 pm
-
Training: We will need your full-time commitment and attendance in training as this is crucial to your learning and success. Training is onsite between 3-4 weeks
-
Location: 7 London Circuit, Canberra City

What you'll get in return
Opportunities to gain the skills, experience, and development you need to enjoy a fulfilling career.


You will have engaging and meaningful work in an environment where you have the opportunity to contribute to our Customers retirement journey and make a difference every day to the lives of others.


  • Hourly rate contract position (up to 38 hours per week)
  • Training, development and career opportunities
  • Opportunity to contribute to drive customer satisfaction while supporting your team
  • Chance to make a meaningful impact by assisting customers with their financial needs.

How do I apply?

Please note:
Agency submissions will not be considered for this position.

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