Customer Experience Specialist

7 months ago

Melbourne, Australia TAL Full time

Company Description

TAL is Australia’s life insurance specialist. Part of the Dai-ichi Life, one of Japan’s largest life insurers, TAL provides life and disability insurance and income protection solutions to more Australians than any other insurer.

**What’s in it for you**:
TAL is much more than a place to come to work. It’s a place to help our people grow. Develop leadership skills. Foster true diversity. Reward excellence. Work in a flexible, inclusive, and healthy environment.

**TAL Employee Benefits**:

- This role is WFH/Remote from** VIC, NSW & QLD only**.
- A generous company paid life insurance and super plan.
- Recognition and reward programs that acknowledge great work.
- Coaching, mentoring, and training programs.
- A focus on wellbeing including health and product discounts.

**Job Description**:
The Customer Experience Specialist is primary responsibility is to provide a ‘best in industry’ experience when dealing with all customers (internal and external) through adhering to the customer practices, being authentic, empathetic, engaging, risk aware and doing what you say you’re going to do.
- **_This is also a fulltime position working on a rotating roster._**

**Key Responsibilities**:

- Servicing inbound calls for new and existing TAL & Asteron products within a timely manner to achieve team and individual service levels.
- Educating our clients on the importance of their Life Insurance policies or investment products
- Respond to escalations and complaints - take responsibility to obtain a quick resolution. When necessary, liaise with various departments in order to achieve a successful outcome
- Respond to escalated enquiries with a sense of urgency and a view to both resolve the complaint and eradicate any underlying issues to prevent future occurrences.
- Understand the responsibility of TAL in relation to Privacy law and compliance guidelines and execute daily activities within these laws and guidelines.

**Qualifications**:
**Your skills and background**:

- Customer centric with excellent customer service skills and friendly telephone manner.
- Motivated and results driven.
- Ability to work as part of a team and contribute to positive outcomes for the team.
- Excellent verbal and written communication skills Desirable.
- Ability to multi-task and display effective time management skills.

Additional Information

Every Australian life is different. And we know the value of having different people from all walks of life with varied points of view.

Work is a big part of life, and we work hard to make it one of the best parts. We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers. We don’t just say it; we do it.

Let’s see where we can go together.

INDCS

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

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