Cancellations & Retention Consultant (Insurance)

3 weeks ago

Sydney, New South Wales, Australia BizCover Full time
Overview

Cancellations & Retention Consultant (Insurance) – 1 day ago Be among the first 25 applicants (base pay range provided by BizCover). Your actual pay will be based on your skills and experience.

Base pay range
A$57,000.00/yr - A$60,000.00/yr

Role details

Reporting to the Customer Value Team Leader, the Cancellations & Retention Consultant provides excellent customer service to customers, solves problems, and resolves enquiries in line with BizCover processes and procedures.

Responsibilities
  • Provide outstanding customer experiences with professionalism toward clients and team members; establish positive rapport with callers.
  • Respond to customer cancellation enquiries via telephone, SMS, email and cases; identify needs, address complaints, and respond to queries.
  • Set customer experience milestones by responding efficiently and accurately, explaining possible solutions, and ensuring clients feel supported and valued.
  • Aim for a high CSAT score; internalize feedback and contribute ideas to meet future needs.
  • Maintain customer records by updating account information.
  • Meet or exceed customer service metrics while delivering consistent service.
  • Stay up to date on policies, procedures and insurer information.
  • Set and adhere to call backs; handle calls, emails and cases within expected time frames.
Requirements
  • Previous experience in a customer-focused role, preferably in the insurance or financial services industry
  • Excellent communication skills with a friendly and engaging tone
  • Strong problem-solving skills and ability to think on your feet
  • Ability to build rapport and establish trust with customers
  • Proficiency in using CRM systems and other relevant software
  • Knowledge of insurance products and policies is desirable but not essential
  • Positive attitude and a genuine passion for providing exceptional customer service
About BizCover

We are the leading online platform for comparing and buying business insurance. We are reshaping the SME business insurance market to make it easy and efficient for small businesses to get the coverage they need.

Benefits
  • Work from home opportunity (if not based in Sydney)
  • Flexible working arrangement for Sydney-based employees (combination of home and office)
  • Exciting and rewarding team culture
  • Quarterly recognition awards
  • Business casual dress code
  • Employee incentive program
  • Employee benefits package
  • Opportunities for progression
Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: Insurance

Sydney, New South Wales, Australia


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