Customer Service Representative

1 month ago

Melbourne, Victoria, Australia SS&C Bluedoor Pty Limited Full time

About the Role:

We are seeking a highly skilled and motivated Contact Centre Officer to join our team at SS&C Bluedoor Pty Limited. As a Contact Centre Officer, you will be responsible for providing exceptional customer service to our clients, answering and responding to general advice enquiries, and proactively capturing feedback and data obtained during interactions.

Key Responsibilities:

  • Answer and respond to general advice enquiries and proactively capture feedback and data obtained during interactions.
  • Demonstrate a high level of problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation to identify complex business situations and recommend appropriate solutions where required.
  • The timely response to all correspondence from members
  • Responsible for proactive telephone contact with customers in line with approved outbound campaigns
  • Complete administrative and ad hoc duties as allocated to support the efficient operation of the business.
  • Identify continuous improvement initiatives and proactively contribute to a best-in-class business culture.
  • Assist members and beneficiaries in a time of need with empathy and in a professional manner.
  • Comply with Fund and regulatory requirements, completion of ongoing education as per training plan and AFSL requirements.
  • Maintain members' details.
  • Achievement of KPIs, SLA's and targets
  • Attend to member enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
  • Participate in training and upskilling to build knowledge and skills within yourself and the team.
  • Be an active team player and contribute positively and collaboratively to the success of shared team goals.
  • Agent Support: Answer ad-hoc agent/team enquiries via phone/chat while also handling escalations.
  • Ad hoc specialised project support & UAT testing for campaign management.
  • Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.
  • Maintain a positive attitude and commitment to working in a hybrid working environment.

About You:

  • Excellent communication skills both written and verbal.
  • Ability to work independently as well as in a team environment.
  • Process-oriented and have great attention to detail, with the ability to multi-task.
  • Proven ability to work on tasks independently, whilst contributing to the team goals.
  • Confidence in engaging with members, and external stakeholders maintaining a pleasant phone manner and great attitude.
  • Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel.
  • Demonstrated ability to provide exceptional customer service.
  • Exhibits exceptional conflict resolution abilities and remains calm and positive when managing challenging situations.
  • Demonstrated experience in outbound service contact centre teams.
  • Understanding of the superannuation and financial services industry.
  • Commitment to continuously expanding and updating knowledge.
  • Ability to coordinate workflow and meet deadlines.
  • Friendly, people-focused person who enjoys exceeding customer expectations.
  • RG 146 compliant or commitment to undertaking study (desirable)

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