Customer Support Specialist

5 hours ago

North Lakes, Queensland, Australia Auto & General Full time

About Us

Auto & General is a leading Australian insurer that provides innovative products and services to safeguard customers in their time of need. Our range of insurance solutions protects individuals and families on the road, at home, and while traveling.

We value high-performance with high integrity, which underpins our culture and interactions with customers, the community, and colleagues. We're committed to being Australia's best insurer and are seeking talented individuals who share our passion for excellence.

The Role

This full-time opportunity involves engaging with customers, delivering a high-quality customer experience, and managing the customer journey end-to-end. You'll make decisions on customer inquiries, handle system overrides, and resolve complaints while achieving key performance indicators (KPIs) aligned with our organization's values and policies.

Work Environment

This role requires working rotating shifts between 6am and 7pm, with one Saturday commitment every 3-4 weeks. You'll be based at our North Lakes office, offering easy access to local amenities and public transportation.

Key Responsibilities

  • Develop and maintain effective communication skills to adapt to diverse personalities and situations.
  • Identify customer needs, clarify information, research issues, and provide solutions or alternatives while complying with company policy and procedures.
  • Resolve complex customer inquiries and address concerns in a timely manner.
  • Multitask and prioritize workload in a fast-paced, high-pressure environment with predetermined schedules.
  • Collaborate with colleagues to achieve shared goals and objectives.

Required Skills and Qualifications

  • Highly developed verbal communication skills with the ability to adapt to different personalities and situations.
  • Demonstrated experience in identifying customer needs, clarifying information, researching issues, and providing solutions or alternatives while complying with company policy and procedure.
  • Demonstrated experience in resolving complex customer inquiries.
  • Ability to multitask and prioritize workload in a fast-paced, high-pressure environment with predetermined schedules.
  • Team player with strong working relationships and collaboration skills.

Benefits

We offer an attractive remuneration package, including:

  • A competitive estimated salary of $65,000 - $80,000 per annum, depending on experience.
  • Additional leave days, including a paid 'ME' day and one paid volunteer leave day annually.
  • Paid parental leave and other benefits.
  • Employee discounts on Budget Direct insurance products.
  • Reward and recognition schemes for high performers.

We're committed to fostering an inclusive culture that creates a great place to work for all. If you're passionate about delivering exceptional customer experiences and are eager to grow with a dynamic organization, we encourage you to apply.

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