Custodian of Customer Relationships

7 days ago

Melbourne, Victoria, Australia beBeeCustomerService Full time $60,000 - $80,000

As a key member of our customer service team, you will be the first point of contact for all inbound calls from customers and be responsible for delivering an exceptional customer experience.

Key Responsibilities:
  • Identify client requirements and record information into computer systems
  • Resolution of queries/escalations in-line with agreed timeframes (internal and external)
  • Making outbound calls to investors and advisers
  • Direct contact with investors and advisors
  • Monitor and resolve queries in client mailbox and workflow systems
  • Develop a sound product knowledge of our offerings and services
Performance Indicators:
  • Client satisfaction levels (client feedback and RAG status provided monthly from our clients)
  • Achievement of agreed client service metrics for all clients, including;
  • Average speed of answer
  • Abandonment rate
  • Grade of Service (GOS)
  • Delivery of reporting
  • Timely and effective support provided to clients both internal and external
  • Escalation procedure is followed at all times
  • No evidence of personal and or general advice of any nature
Required Skills and Qualifications:
  • Client focus: communicates professionally and proactively, sees issues from customer's perspective with excellent interpersonal skills
  • Strong background in customer service, sales or retail within financial services industry or a similar fast paced customer environment where you've been supporting customers with complex solutions or products
  • Genuinely passionate about delivering excellent customer service and driven by achieving set targets and KPIs to the highest of standards
  • Ability to quickly learn and navigate in-house systems and database
  • Team player with a motivated approach, part of a friendly, positive environment with ample coaching to help achieve success
  • Excellent written and verbal communication
  • High level of accuracy and attention to detail
  • Proficient in Microsoft Office Suite
Benefits:
  • Excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan
Additional Information:

SS&C offers an equal opportunities employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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