Customer Service Liaison

2 months ago

Parramatta Park, Queensland, Australia Link Group Full time

**Role Overview**

As a Customer Service Officer at Link Group, you will serve as the primary point of contact for members, employers, and financial planners via phone, click-to-chat, and email. Your primary responsibility will be to deliver exceptional customer service, providing accurate and timely responses to a range of enquiries.

**Key Accountabilities and Main Responsibilities**

  • • Deliver outstanding member experiences through excellent customer service on inbound and outbound calls.
  • • Provide efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution.
  • • Investigate and resolve complex member queries.
  • • Demonstrate subject matter expertise on funds and processes.
  • • Achieve all Key Performance Indicators (KPIs).
  • • Adapt to changing operational demands and work collaboratively with the team.
  • • Participate actively in team meetings and contribute to team goals.
  • • Work with leaders to improve personal capabilities and skills.
  • • Support leaders and colleagues in delivering results.
  • • Demonstrate a proactive approach to learning and development.
  • • Contribute to continuous process improvement.
  • • Live the Link Group Core Values of Teamwork, Professionalism, Commitment, Integrity, and Respect.
  • • Adhere to all legislative requirements and company policies.

**Experience and Personal Attributes**

  • • Strong customer service skills with a member experience focus.
  • • Excellent written and verbal communication skills and a pleasant phone manner.
  • • Ability to interpret complex subject matter and translate information to the end user.
  • • Proven track record of delivering results and achieving set targets.
  • • Reliability and punctuality in a structured environment.
  • • Ability to solve complex problems and deliver innovative solutions.
  • • Empathy and resilience when handling difficult or sensitive calls.
  • • Ability to work under pressure and maintain set target levels.
  • • Openness to feedback and willingness to develop professionally.
  • • Ability to solve complex problems and deliver innovative solutions.
  • • Previous experience in a collaborative and professional team environment.
  • • Intermediate computer literacy and keyboard skills (MS Office suite) and excellent attention to detail and accuracy.
  • • Ability to work across digital media platforms and provide front-line technical support.
  • • Desire to work in and develop a career within the superannuation industry.

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