Customer Service Excellence Specialist
4 weeks ago
Latrobe Health Services is a reputable member-owned health insurer dedicated to delivering exceptional healthcare coverage and support to its members. Founded in 1950 by local power industry workers in Victoria's Latrobe Valley, the company has grown to serve over 90,000 members nationwide.
About the RoleWe are seeking enthusiastic and customer-focused individuals to join our team as Member Experience Consultants. As the first point of contact for members, you will play a vital role in ensuring they receive personalized support tailored to their needs.
Key Responsibilities- Engage with members via phone, email, and webchat to provide helpful and accurate information.
- Assist members with understanding their healthcare options and make tailored recommendations.
- Keep membership records accurate and up-to-date.
- Contribute to member retention efforts by showcasing the value of Latrobe Health's services.
- Work closely with team members to support broader business strategies.
- Proven expertise in delivering exceptional customer service.
- Experience in inbound or outbound call centres (desirable).
- Strong communication skills – both verbal and written.
- Confidence navigating various computer applications, including the Microsoft suite of programs.
- Critical thinking and a keen eye for detail.
- A passion for delivering outstanding service and the ability to manage multiple priorities.
- Openness to feedback and a drive for continuous improvement.
- Competitive salary package: $65,000 - $75,000 per annum, depending on experience.
- 6 weeks of role-specific training covering key performance indicators, industry insights, and products.
- Hybrid working arrangements with dedicated in-office team days and some work-from-home flexibility.
- Access to a wellbeing hub supporting both physical and mental health.
- 47% off private health insurance.
- Paid parental leave after 12 months of service.
- Access to a qualified counselling service through the Employee Assistance Program.
All applications must be submitted through the GBS Recruitment website. Please include a current resume and cover letter outlining your experience. Visa holders will also be required to provide evidence of their Rights to Work in Australia.
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