Employer Engagement and Live Chat Specialist

2 weeks ago

Melbourne, Victoria, Australia eFinancialCareers Ltd. Full time
{"title": "Employer Engagement and Live Chat Specialist", "content": "About the Role

Cbus Super is seeking a skilled Employer Engagement and Live Chat Specialist to join our team. As a key member of our customer service team, you will be responsible for servicing and retaining Cbus employers by creating and building strong interpersonal relationships that support the employer experience growth and retention strategy.

Key Responsibilities:

  1. Handle incoming service inquiries and participate in outbound campaigns to promote Cbus products, services, and opportunities.
  2. Manage and resolve inquiries from live chat, and referrals, following top-tier service procedures.
  3. Respond quickly and accurately to members and employers, providing solutions that make them feel valued and in line with our quality standards.
  4. Actively spot and act on opportunities, ensuring all leads and referrals are addressed promptly to meet employer expectations.
  5. Professionally handle and escalate any issues or complaints, ensuring a smooth and respectful process.
  6. Contribute ideas to improve processes, reducing unnecessary steps and increasing efficiency across the business.
  7. Stay compliant with all relevant laws, regulations, and company policies.
  8. Support our Member and Employer service teams to help members achieve their retirement goals.

Requirements:

  • RG 146 accreditation or willingness to complete accreditation on commencement of the role.
  • Experience working in a complex service environment.
  • Previous experience using live/web chat will be beneficial.
  • Excellent people skills and ability to build good working relationships with both customers and stakeholders.

What We Offer:

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.

Belong at Cbus:

We value diversity and inclusion, and we're committed to creating a workplace that's welcoming and inclusive for everyone. If you're passionate about delivering exceptional customer service and have a strong desire to make a difference, we'd love to hear from you.

", "lang_code": "en-US"}

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