Customer Service Representative

7 days ago

Brisbane, Queensland, Australia AWP Australia Pty Ltd Full time

Job Summary:

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

Key Responsibilities:

  • Customer Service:
  • Deliver exceptional service to customers through the 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
  • Achievement of individual key performance indicators and contribute to overall team KPI's
  • Ensure customers are given information relating to any Client's program to which they are entitled as administered by Allianz Global Assistance, Mobility Services.
  • Effective handling of complex customer issues or complaints as required. Escalation of complaint, where required, to the leadership team or designated customer complaints team
  • As required, assist with the management of other Assistance inbound and outbound call queues or workloads as directed by the Home & Lifecare Leadership team

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
  • Consult with Home & Lifecare leadership team and delegated senior staff where appropriate to ensure accurate handling of cases
  • Provide regular feedback to Home & Lifecare Leadership team regarding call trends, issues or ideas for system, process or service improvements to contribute to an environment of continuous improvement

Requirements:

  • Experience having previously worked in healthcare, hospitals or aged care with be an advantage
  • Positively represent the Home & Lifecare team and Allianz Global Assistance as required in both internal and external client and customer interactions
  • 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
  • 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 value our employees and offer a range of benefits and opportunities for growth and development. Our employees are empowered to take control of their personal and professional development, with access to a variety of courses and targeted development programs. We also prioritize the health and wellbeing of our employees, with a focus on providing a work-life balance and promoting a positive working environment.

We are committed to diversity and inclusion, and welcome applications from individuals of all backgrounds and cultures. We believe in creating an environment where everyone feels empowered and valued, and where everyone has the opportunity to grow and develop.

About Us:

AWP Australia Pty Ltd is a leading provider of insurance and assistance services. We are committed to delivering exceptional service to our customers, and to creating a positive and inclusive work environment for our employees. We are proud to be an equal opportunity employer, and welcome applications from individuals who share our values and commitment to excellence.

Language: English (en-US)

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