Customer Service Consultant

2 months ago

Kawana Waters, Australia Auto & General Insurance Full time

**Who is Control Insurance Solutions**:
Control Insurance Solutions is an innovative business, located on the Sunshine Coast in QLD, providing customers and partners with motor mobility related services. We are an agile and fast-paced business with a high-performance culture. We develop products and solutions to meet both customers and partner needs. We are passionate and focused on everything we do. We are now seeking talented customer focused motor enthusiasts to join our growing team.

**Purpose of the Role**

As the Customer Service Consultant, you will report into your Hire Car Team Leader within CIS. The role sees you personally engage with our customers to deliver a high-quality customer experience. You will be responsible for managing hire car bookings in line with the respective insurance policy criteria. This is primarily an inbound service environment. As a member of the CIS team, you will deliver on our ethos of ‘High Performance with High Integrity’.

The role is based in Kawana on the Sunshine Coast and is an ‘in-office’ role.

**Position Accountabilities**
- Takes ownership of customer hire car queries and sees these through to completion with a focus on first call resolution.
- Effectively uses technology and tools provided to administer customer cases.
- Adheres to rosters and schedules.
- Demonstrates a keenness to learn and develop by continually conducting self-analysis against key performance indicators and taking proactive steps to address gaps.
- Comply with all industry specific Acts, Codes and Regulations, as well as company policies and procedures.
- Building highly effective working relationships with key stakeholders (internal & external)
- Working collaboratively with others and actively participating in team discussions and activities in a positive and engaging way

**Knowledge and Experience**:
To excel in this role, you will have a continuous improvement mindset and be proficient in building and fostering good relationships with all stakeholders (internal and external). As well as:

- Customer focussed with a genuine care for people
- Highly developed communication skills with the ability to adapt your style to suit different personalities
- Ability to work in a call centre environment
- Demonstrated experience in identifying customer’s needs, clarifying information, and actioning suitable outcomes
- Good multi-tasking skills, and the ability to prioritise workload in a fast-paced environment with predetermined schedules
- Team player who establishes strong working relationships and collaborates with others to achieve business goals
- A calm and composed demeanour with high levels of resilience
- The ability to receive feedback in a constructive way
- Willingness to learn and a growth mindset

**Our Benefits**:

- Modern office, overlooking Lake Kawana
- Clear role accountabilities and measures of success
- Be challenged and rewarded as you contribute to our business success
- Support and guidance as you grow in confidence in your new role
- Join in a variety of social and community activities
- Employee discounts on Car, Home, Travel Insurance, and Roadside Assistance
- Discounts across a broad range of providers, for example; gyms, stores, rental vehicles, and accommodationIncome Protection Insurance provided to all employees**Control Insurance Solutions values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
*A note from Control Insurance Solutions to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Control Insurance Solutions is not responsible for any fees related to unsolicited resumes.

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