Customer Service Administration Assistant

3 weeks ago

Brisbane, Australia Australian Retirement Trust Full time

**Exciting opportunities exist to join our Employer Support team as a Customer Service Administration Assistant. **We are flexible for this role to be based in Brisbane, Sydney or Melbourne.**

**Why join us?**
- State of the art offices with offerings like end of trip facilities, yoga and multi faith room, barista coffee, indoor gardens, and a multitude of spaces to encourage a collaborative culture, our workspaces are something we are extremely proud of.
- A mature outlook on flexible work arrangements which allows you to truly balance work and life. A #hybrid work from home approach is embedded in our ways of working.
- We have excellent career progression and development opportunities; we are committed to continuous improvement and have exciting plans for our future.
- We have an incredible company culture where wellbeing of our employees is at the forefront of everything we do.

**About the role**

As a Customer Service Administration Assistant (known internally as a Solutions Representative), you'll be the go-to person for any queries related to clearing house and Employer Online, and be responsible for ensuring exceptional transaction handling, reconciliation, and monitoring that complies with our Service Level Agreements.

We're looking for someone who can provide knowledgeable and friendly support to our highly valued customers. You'll be their first point of contact for all digital queries, maintaining support for all users and providing solutions through multiple channels as required. You'll also be responsible for maintaining and monitoring the electronic contribution processes while handling exceptions for both Employer Online and Clearing House.

But that's not all - you'll also be our expert when it comes to digital products You'll analyse and escalate complex issues, taking ownership of all inquiries and issues to ensure swift resolution. Your role will also include being a reference and educator for Australian Retirement Trust staff and all employer segments regarding digital products. And if that wasn't enough, you'll also be making proactive outbound calls to onboard employers and provide a proactive assessment of their needs, supporting the growth of digital products for all employer segments.

Choose between a **permanent role** or a **12-month secondment/max-term** opportunity. Our doors are open to anyone, from anywhere, as long as you can make it to our **Brisbane**, **Sydney** or Melbourne office at least once a week. Don't miss out on a chance to work with us

**About you**

If this is the right role for you, your skills and qualifications will include:

- Proven experience in the online/customer support field (or equivalent) and a comprehensive knowledge of digital products.
- Outstanding client relationship management abilities, including the talent to influence and negotiate outcomes of a complex nature.
- Excellent analytical skills, including the competencies to analyse and discover technical concerns.
- Ability to teach and train team members and employers effectively.
- Superior communication skills in both written and verbal formats.
- Ability to maintain effectiveness under pressure, even when dealing with challenging situations.
- Demonstrated dedication to ongoing personal development and education.

**About us**

Australian Retirement Trust is one of Australia’s largest superannuation funds, we proudly take care of over $240 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day. When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2 million members.

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