Customer Value Specialist

2 weeks ago

Sydney, Australia BizCover Full time

Hybrid work model
- Leading InsureTech in Australia
- Attractive perks

**BizCover who?**
You haven’t heard of us? We dominate the SME business insurance market by having an online platform that makes comparing and buying business insurance a super easy process. Not to toot our own horn but we have been recognized in Deloittes fast 50 companies as one of the fastest growing technology companies and Westpac’s top 20 businesses of tomorrow - #killingit

**So what?**
We are looking for a **Customer Value Specialist** to join our Retention Team.
The position of a Customer Value Consultant is responsible for contributing to the delivery of BizCover’s Retention strategy and plans whilst delivering an exceptional customer experience in an exciting growing part of the business. Being a part of this team is key to delivering BizCover’s strategy for growth and customer retention

**Day to day responsibilities -**
- Ensure that a high level of product, process and systems knowledge is maintained at all times
- Achieve agreed daily, weekly and monthly KPI which includes number of Renewals and retained cancellations, adherence and quality assurance
- Take Outbound/Inbound Retention calls.
- Escalate referrals directly to the insurer for pending claims and special circumstances
- Ensure an exceptional customer experience is delivered at all times
- Collaborate with sales and service staff to uncover current trends of customer behaviours
- Perform ‘Health Checks’ on existing customers policies
- Manage cancellations and dishonored payments
- Contact existing customers and provide the highest level of service and customer satisfaction whilst maximising every opportunity to promote relevant products and services to our customers.
- Track policies that are soon to be expired and contact customers for renewals.
- Understand reasons for cancellation requests and highlight ways to ensure the customer is still adequately covered when needed.
- Contact customers regarding dishonoured payments to understand the circumstances and assist where possible, with a solution.
- Be accountable for meeting service standards and delivering against agreed operational requirements
- Adhere to set key performance indicators/measurables
- Be a part of ongoing analysis of customer feedback, to develop new techniques to ensure customer retention

**Who we are looking for -**
- Demonstrated background in sales or Retention (ideally 2 years)
- Ability to work efficiently with various IT platforms.
- Have a passion for what you do and for always putting the customer and their needs first
- Positive attitude and willingness to learn
- Ideally, Experience in Commercial Insurance or other Insurance products
- Highly empathetic.
- Commitment to the team ethos.
- Excellent listening, verbal and written communication skills.
- Attention to detail and highly organized.
- Very good problem-solving ability.
- Ability to build and maintain rapport.
- A strong ability to multitask.
- Able to work under high pressure and meet strict deadlines.
- Experience in a quality-controlled environment
- Passion for achieving great results in a target driven environment
- Positive attitude and willingness to learn

**Some of the perks**
- 55k + super with bonus potential
- Flexible working arrangements (Sydney CBD) or remote opportunity, including BizBalance arrangement (2 days in office, 3 days at home)
- Supportive and growing team
- Team/company events
- Games area with Table tennis, Sofas, Xbox, chess
- Casual dress code
- Growing company with huge progression opportunities

**What Kind of Person Works Well in our Company**
Diversity of employees makes for a creative and fun workplace. BizCover is a melting pot of cultures and personalities, but to constantly strive to be the best we can, we look for people who are
- **Customer Fanatics - **_noun: _a person who delivers a first class customer experience every time
**Drumbeaters -** _noun: _a person who enthusiastically celebrates and supports their team mates and the business
**Advancer** - _noun: _a person who always wants do better
**Finishers**:

- _noun: _a person you can trust to get it done

**Salary**: Up to $55,000.00 per year

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