Cancellations and Retention Expert

5 days ago

Sydney, New South Wales, Australia beBeeInsurance Full time
Customer Service Excellence Role

Join a dynamic team where you will have the opportunity to make a real impact in delivering exceptional customer experiences. As a key member of our customer-focused team, you will play a crucial role in ensuring that our customers receive outstanding service and support.

As a Cancellations Consultant, your primary goal will be to provide excellent customer service to both existing and prospective clients. You will be responsible for resolving customer enquiries in a timely and professional manner, providing solutions and addressing any concerns or issues they may have.

  • Key Responsibilities:
  • Provide all customers with an outstanding experience, maintaining a high level of professionalism and establishing a positive rapport with every caller.
  • Respond to customer cancellation enquiries, including telephone calls, emails and cases, to learn about and address their needs, complaints or other queries.
  • Work to set customer experience milestones by responding efficiently and accurately to callers, explaining possible solutions and ensuring that clients feel supported and valued.
  • Achieve a high CSAT score by internalizing customer feedback and providing innovative ideas to meet future needs.
  • Maintain customer records by updating account information.
  • Understand and strive to meet or exceed the customer service metrics while providing consistent customer service.
  • Keep up to date on policies, procedures and insurer information.
  • Set and adhere to call backs.
  • Handle calls, emails and cases within the expected time frames.
    • Previous experience in a customer-focused role is essential.
    • Excellent communication skills with a friendly and engaging tone are required.
    • Strong problem-solving skills and ability to think on your feet are necessary.
    • Ability to build rapport and establish trust with customers is critical.
    • Proficiency in using CRM systems and other relevant software is expected.
    • Knowledge of insurance products and policies is highly desirable but not essential.
    • Positive attitude and a genuine passion for providing exceptional customer service are mandatory.
Benefits
  • Opportunity to work from home (if not based in Sydney) or flexible working arrangement (combination of home and office if based in Sydney).
  • Exciting and rewarding team culture.
  • Quarterly recognition awards.
  • Business casual dress code.
  • Rewarding Employee Incentive Program.
  • Employee benefits package.
  • Growing company with progression opportunities.
Requirements
  • Previous experience in a customer-focused role is essential.
  • Excellent communication skills with a friendly and engaging tone are required.
  • Strong problem-solving skills and ability to think on your feet are necessary.
  • Ability to build rapport and establish trust with customers is critical.
  • Proficiency in using CRM systems and other relevant software is expected.
  • Knowledge of insurance products and policies is highly desirable but not essential.
  • Positive attitude and a genuine passion for providing exceptional customer service are mandatory.

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