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Motor Insurance Support Specialist

1 month ago

Kawana Waters, Queensland, Australia Auto & General Full time
About Our Company

Control Insurance Solutions is an innovative business located on the Sunshine Coast in Queensland, offering motor mobility related services to customers and partners. We're an agile and fast-paced organization with a high-performance culture that develops products and solutions to meet customer and partner needs.

The Role Overview

We're seeking a Customer Service Consultant to join our growing team, focusing on delivering a high-quality customer experience by managing hire car bookings in line with insurance policy criteria. This is primarily an inbound service environment where you'll engage with customers, ensuring their queries are resolved efficiently.

About the Job
  • Takes ownership of customer hire car queries, aiming for first call resolution.
  • Effectively uses technology and tools to administer customer cases.
  • Adheres to rosters and schedules.
  • Demonstrates a keenness to learn and develop through self-analysis against key performance indicators and proactive steps to address gaps.
  • Complies with industry-specific Acts, Codes, and Regulations, as well as company policies and procedures.
  • BUILDS HIGHLY EFFECTIVE WORKING RELATIONSHIPS WITH KEY STAKEHOLDERS (INTERNAL & EXTERNAL)
  • WORKS COLLABORATIVELY WITH OTHERS AND ACTIVELY PARTICIPATES IN TEAM DISCUSSIONS AND ACTIVITIES IN A POSITIVE AND ENGAGING WAY
Knowledge and Experience Required

To excel in this role, you'll have a continuous improvement mindset and be proficient in building and fostering good relationships with all stakeholders (internal and external). You'll also need:

  • CUSTOMER FOCUSED WITH A GENUINE CARE FOR PEOPLE
  • HIGHLY DEVELOPED COMMUNICATION SKILLS WITH THE ABILITY TO ADAPT YOUR STYLE TO SUIT DIFFERENT PERSONALITIES
  • ABILITY TO WORK IN A CALL CENTRE ENVIRONMENT
  • DEMONSTRATED EXPERIENCE IN IDENTIFYING CUSTOMER'S NEEDS, CLARIFYING INFORMATION, AND ACTIONING SUITABLE OUTCOMES
  • GOOD MULTI-TASKING SKILLS, AND THE ABILITY TO PRIORITIZE WORKLOAD IN A FAST-PACED ENVIRONMENT WITH PREDETERMINED SCHEDULES
  • TEAM PLAYER WHO ESTABLISHES STRONG WORKING RELATIONSHIPS AND COLLABORATES WITH OTHERS TO ACHIEVE BUSINESS GOALS
  • A CALM AND COMPOSED DEMEANOUR WITH HIGH LEVELS OF RESILIENCE
  • THE ABILITY TO RECEIVE FEEDBACK IN A CONSTRUCTIVE WAY
  • WILLINGNESS TO LEARN AND A GROWTH MINDSET
What We Offer

Our comprehensive benefits package includes:

  • A MODERN OFFICE OVERLOOKING LAKE KAWANA
  • CLEAR ROLE ACCOUNTABILITIES AND MEASURES OF SUCCESS
  • THE OPPORTUNITY TO BE CHALLENGED AND REWARDED AS YOU CONTRIBUTE TO OUR BUSINESS SUCCESS
  • SUPPORT AND GUIDANCE AS YOU GROW IN CONFIDENCE IN YOUR NEW ROLE
  • JOIN IN A VARIETY OF SOCIAL AND COMMUNITY ACTIVITIES
  • EMPLOYEE DISCOUNTS ON CAR, HOME, TRAVEL INSURANCE, AND ROADSIDE ASSISTANCE
  • DISCOUNTS ACROSS A BROAD RANGE OF PROVIDERS, FOR EXAMPLE; GYMS, STORES, RENTAL VEHICLES, AND ACCOMMODATION
  • INCOME PROTECTION INSURANCE PROVIDED TO ALL EMPLOYEES