Member Engagement Specialist

1 week ago

Perth, Western Australia beBeeCustomer Full time $60,000 - $90,000
Job Title: Member Services Consultant

 

 

This role is for a highly motivated and results-driven professional who will deliver high-quality customer service on inbound and outbound calls.

The ideal candidate will have excellent telephone and verbal communication skills, as well as a strong customer service ethic. They will be able to work under pressure and maintain set target levels while demonstrating professionalism at all times.

Responsibilities:

  • Deliver exceptional customer service on inbound and outbound calls by anticipating member needs and taking ownership of first call resolution.
  • Provide efficient and effective query resolution by identifying opportunities with callers to provide information regarding value-added services without providing financial advice.
  • Meet all key performance indicators and internal service level agreements.
  • Participate in team-based training and demonstrate willingness to increase superannuation knowledge.

Operational Management:

  • Demonstrate flexibility to alter shifts to meet operational demands.
  • Contribute positively to the team and team meetings to discuss and share ideas and achieve team goals.
  • Represent the organization by living the core values.
  • Demonstrate a proactive approach to independent learning.

People Leadership:

  • Support peers and colleagues in delivering results, working closely with colleagues within the contact centre and the broader organization.
  • Be committed to equal employment opportunity principles, occupational health & safety act, and anti-discrimination act principles.

Governance & Risk:

  • Work with technical specialists and team leaders to improve personal capability by increasing skills via delegated responsibilities/projects and making recommendations for process improvements or best practice initiatives.
  • Adhere to all legislative requirements required for the role.
  • Comply with company policies and procedures.

Key Skills and Qualifications:

  • Computer literate with strong keyboard skills (Excel, Word).
  • Proven track record of delivering results/KPIs ie average handle time, quality, adherence, referrals, cross-selling.
  • Excellent problem-solving ability.
  • Experience working in a successful team environment.
  • Attention to detail and accuracy.

Benefits:

  • Opportunity to work in a dynamic and fast-paced environment.
  • Chance to develop professionally and take on new challenges.
  • Competitive remuneration package.

Others:

  • Previous experience in a contact centre or a similar role specialising in complex products/services.
  • Desire to work in the superannuation industry.

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