Customer Engagement Representative

3 months ago

Melbourne, Australia Commonwealth Superannuation Corporation (CSC) Full time

Posted: 16/10/2024

Closing Date: 23/10/2024

**Job Type**: Contract

Location: Melbourne

Job Category: Banking and Financial Services,Call Centre and Customer Service,Insurance & Superannuation

At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams. We’re proud to wear the government crest, and proud to serve those who serve our country.

Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through rich customer insights and world-leading investment strategies, we’re always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.

With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.

**The drive to make a difference.**

**Your new role**

The key to success is that you consistently provide outstanding customer service when interacting with CSC’s highly valued customers, listening actively and handling their needs with urgency and care. As the central point of contact customers your engagement and desire to help people is essential.

**Responsibilities**:

- Promptly resolve all customer inquiries by listening attentively to identify needs and provide accurate information within CSC's metrics
- Demonstrate a commitment to best practice customer service, maintaining consistent engagement, communication, and record-keeping standards while meeting business requirements
- Ability to research knowledge articles, repositories and legislation to resolve customer inquiries
- Foster a professional, collaborative, and customer-centric team culture

**Key information**:

- **State date**: November - exact date to be confirmed
- **Working hours**: Monday to Friday, up to 38 hours per week (excluding public holidays and leave)
- **Working rights**: Must have full working rights in Australia for the duration of the contract with no restrictions
- **Hourly rate**: $37.00 per hour + superannuation
- **Employment type**: Randstad Contract
- **Contract length**: 30 June 2025
- **Location**: Canberra (onsite and hybrid arrangement) or Interstate (100% work from home)
- **Training**: We will need your full-time commitment and attendance in training as this is crucial to your learning and success. Training is 4 weeks and will be delivered in person or online.

**Desired Skills and Experience**:
**What you need to excel**

CSC’s Core Competencies reflect the key sets of skills, knowledge, experience, and behaviours required to perform your role effectively. These are;
- Delivering results and meeting customer expectations
- Working with People
- Adapting and Responding to Change
- Deciding and Initiating Action
- Analysing
- Commercial and Strategic Thinking

**In addition to these, you will need;**
- 1-2 years experience working in similar position and in busy, fast paced call centre or contact centre environments highly regarded
- Ability to connect and support our customers with a professional and empathetic phone manner
- Professionalism, customer focus and ability to contribute to a positive business culture
- Highly developed multi-tasking, organisation and customer service skills to capture data as you speak with your customer over the telephone
- Excellent administration skills, including written and researching skills to seek responses when on the telephone with your customer
- Highly developed communication skills, with the ability to hold customer centre conversations and build rapport
- Ability to learn quickly on new systems while processing new information and retaining key information

**What will you get in return?**
- You will have engaging and meaningful work in an environment where you have the opportunity to contribute to our Customers retirement journey and make a difference every day to the lives of others
- Training, development and career opportunities
- Opportunity to contribute to drive customer satisfaction while supporting your team
- Chance to make a meaningful impact by assisting customers with their financial needs.
- Benefit from CSC’s commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

**How** **do I apply?**

**Please note**: Agency submissions will not be considered for this position**

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