Customer Service Consultant

2 weeks ago

Gold Coast, Queensland, Australia Infinity Group Full time
Role Overview

As a Customer Service Consultant at Infinity Group Coaching, you will be the first point of contact for new clients signing up for our Masterclass. Your primary responsibilities include guiding clients through the process, managing inbound and outbound calls efficiently, and addressing all inquiries promptly. You will follow scripts while adapting responses based on customer concerns to provide personalized support. Additionally, you will identify customer needs and issues, offering timely and effective solutions. Taking ownership of customer interactions and ensuring follow-ups are crucial to maintain high client satisfaction. Your role is vital in creating an exceptional first impression of our services, ensuring clear and concise communication to help new clients feel confident and well-prepared for their Masterclass experience.

About Us

Infinity Group is led by visionary founder Graeme Holm, who has shared stages with industry legends like Tony Robbins, Robert Kiyosaki, David Goggins, Gary Vaynerchuk, and Sir Richard Branson. Holm's innovative methods have gained industry recognition, positioning us as a leader in revolutionizing financial strategies.

The Opportunity
  • Join our Gold Coast branch and become part of a vibrant community fostering growth and connections.
  • Enjoy an above-industry-standard salary and benefits package aimed at accelerated financial freedom.
  • Access numerous opportunities for professional growth and development.
  • Work in an inclusive environment that promotes strong relationships.
  • Be part of a respected financial institution shaping a significant legacy.
  • Receive pre-vetted leads monthly, ensuring quality client interactions.
Key ResponsibilitiesCustomer Support
  • Respond to calls, emails, and SMS promptly and accurately.
  • Guide new leads through the Infinity Group Coaching process.
  • Address objections and queries about joining a Masterclass.
  • Maintain top-level customer service and clear communication.
  • Ensure timely responses to all client inquiries via email, phone, or SMS.
Issue Resolution
  • Identify concerns, troubleshoot problems, and provide effective solutions related to the client portal.
Product Knowledge
  • Educate customers on Infinity products, services, and financial information to enhance their experience.
Record Keeping
  • Maintain accurate customer records and log interactions in Effi.
Escalation Management
  • Identify complex issues, including complaints, and escalate appropriately.
Team Collaboration
  • Support team members to contribute to overall performance.
Skills & Qualifications

Required:

  • Excellent communication and interpersonal skills
  • Strong problem-solving and critical-thinking abilities
  • Patience and adaptability in difficult conversations
  • Proficiency in computer systems and customer service software
  • Strong organizational and time management skills
  • Ability to make quick, informed decisions under pressure
  • Clear Police & Credit Report (Mandatory)

Preferred:

  • 2+ years experience in call center or customer support roles
  • Conflict resolution and negotiation skills
  • Sales experience (preferred but not essential)
  • Ability to suggest process improvements based on feedback

Note: This is a full-time on-site role based in Gold Coast. Work-from-home arrangements are not available.

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