Customer Solutions Expert

3 days ago

Sydney, New South Wales, Australia Ethos BeathChapman Full time
Job Description

We are seeking a highly skilled Customer Solutions Expert to join our team at Ethos BeathChapman.

Role Overview:

The successful candidate will be responsible for providing comprehensive support to Platinum Clients during their migration to a new digital platform. This includes ensuring seamless service delivery, coordinating between clients and Group Operations, and promptly addressing client inquiries.

Key Responsibilities:

  • Oversee service delivery and support for the designated industry portfolio, facilitating migration to the digital platform.
  • Coordinate effectively between clients and Group Operations to ensure a seamless onboarding experience.
  • Address all client inquiries within established service standards, ensuring issues are resolved competently, ethically, and with a focus on business interests.
  • Provide necessary support to clients to ensure their inquiries are handled promptly and efficiently.

Key Accountabilities:

  • Take responsibility for assisting the business and designated clients with their transition to a digital platform.
  • Identify, document, and manage all business-related risks in compliance with Company policies.
  • Ensure adherence to all relevant legislative, regulatory, and corporate policy standards, including the ongoing maintenance of necessary administrative processes, skills, and knowledge.

Success Metrics:

  • Customer Service and Satisfaction: Measure customer satisfaction through external surveys and feedback, focusing on the Net Promoter Score (NPS).
  • Risk Management Metrics: Monitor various risk management indicators.
  • Service Delivery and Support: Evaluate performance against Service Level Agreements (SLAs) for service delivery and support.

About Us:

Ethos BeathChapman is a leading financial services institution dedicated to delivering exceptional service to our clients.

What We Offer:

  • A competitive salary of $38.19 + super per hour.
  • The opportunity to work in a dynamic and fast-paced environment.
  • A chance to develop your skills and expertise in a supportive and collaborative team.

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