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Customer Service Assistant, Contact Centre

4 months ago

Brisbane, Australia Allianz Partners Full time

**Multiple roles to be recruited**

**Induction date: Monday 22 April 2024**

**Hourly rate: $**29.33 per hour plus superannuation**

**Operate 24/7 on 8 hour shift rotations from 6am-10pm**

**Brisbane CBD Office**

**Role Purpose**:
Reporting to the Team Leader, the role delivers exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer Service Assistants will be required to assess the caller’s needs and determine the most appropriate course of action or referral.

**Key responsibilities include**:
**Customer Focus**- Responds to identified customer needs- Handles customer requests in an appropriate timeframe- Knows general KPIs used to measure customer satisfaction- Receiving and screening of telephone calls for issues varying from general enquiries to critical incidents

**Case Management / Data Entry**- Thorough and accurate logging of all call related data into CRM computer system and creation of incidents in real time- Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client- Provide effective follow through and end to end case management to ensure the customer’s enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete - including Network and Implementations and Assistance Leadership team, as per operational guidelines

**Results orientation**- Seeks additional data to support decision-making process- Clarifies what is expected- Asks for guidance when faced with complex issues they are unable to resolve independently

**Professional, Customer Service Focus**- Deliver exceptional service to customers through the effective management of inbound and outbound telephone calls- Promote customer retention and satisfaction by identifying and understanding the customer’s needs to provide appropriate and timely resolution to their enquiry

**Team Work**- Display an understanding and commitment to adherence of rosters and scheduling in support of business requirements- Support team members through demonstrating punctuality, reliability and attendance

**Software Skills**- Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type

**Communication**- Excellent interpersonal and communication skills to effectively manage all cases received over the telephone

**Skills**- Ability to problem solve and utilising lateral thinking

**Initiative and motivation**- Excellent interpersonal and communication skills to effectively manage all cases received over the telephone- Flexibility

**Risk and Compliance**- Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.


**Job Level**:
Entry Level

**Location**:

- Brisbane, QLD, AU, 400001/04/2024

**Area of Expertise**:
Customer Services & Claims

**Unit**:
Allianz Partners

**Employing Entity**:
AWP Australia Pty Ltd

**Job Type**:
Full-Time

**Remote Job**:
Hybrid working

**Employment Type**:
Permanent

**ID**:
42209

**Position Cluster**: