Customer Service Representative

7 days ago

Brisbane, Queensland, Australia Allianz Popular SL. Full time
Job Summary

We are seeking a highly skilled and dedicated Customer Service Representative to join our team at Allianz Popular SL. As a Customer Service Representative, you will be responsible for delivering exceptional service to our customers through effective management of inbound and outbound telephone calls.

Key Responsibilities
  • Customer Service Delivery
    • Deliver exceptional service to customers through effective management of inbound and outbound telephone calls.
    • Provide optimum levels of customer service by responding to enquiries professionally, listening and developing a rapport with the customer and taking all necessary action to solve customer problems within contracted and operational turnaround times.
  • Case Management
    • Thorough and accurate logging of all call related data into appropriate IT system and creation of incidents in real time.
    • Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client.
    • Provide effective follow through and end to end case management to ensure the customer's enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete – including Network colleagues and Home & Lifecare Leadership team, as per operational guidelines.
  • Team Collaboration
    • Actively participate in ongoing personal development to increase understanding and knowledge of customers, clients and systems relevant to role specifications.
    • Active participation in performance discussions, coaching sessions and training sessions, demonstrating a commitment to achieving the requirements of the role, and to ongoing learning and development.
Requirements
  • Experience having previously worked in healthcare, hospitals or aged care will be an advantage.
  • Positively represent the Home & Lifecare team and Allianz Global Assistance as required in both internal and external client and customer interactions.
  • Maintain a professional and clean workstation ensuring accessibility to all relevant tools and information and considering shared desk policy.
  • Performance of specific shift duties as allocated per shift roster. This may involve assisting other teams or undertaking other duties as directed by the Home & Lifecare Leadership team.
  • Display an understanding and commitment to adherence of rosters and scheduling in support of business requirements.
  • Support team members through demonstrating punctuality, reliability and attendance.
  • Demonstrate a commitment to teamwork and fellow team members in contributing to a positive working environment. Treat all team members with care and respect and assist others as needed.
What We Offer

We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We offer a large variety of courses and targeted development programs to empower and encourage you with your personal and professional development. Caring for your health and wellbeing is a key priority for us. This is why we build Work Well programs to provide you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Diversity and inclusion are core values at Allianz Partners Australia. We embrace individuals of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples. Our support extends to standing in solidarity with the LGBTIQA+ community, reaffirming our dedication to equality and inclusivity for all.

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