Customer Experience Specialist

7 days ago

North Sydney Council, Australia beBeeCustomerService Full time $78,351 - $117,988
About the Role

The purpose of this position is to provide exceptional customer service for clients with American Express, Macquarie, Bendigo Adelaide, and Investec Credit and Charge Cards. This includes handling claims related to the No Additional Charge (NAC) Insurance on these cards.


Key Responsibilities
  • Deliver seamless member experiences by providing superior customer service and working within a culture that values excellence.
  • Provide an exceptional level of service on all inquiries, including claims, in a timely and accurate manner.
  • Offer detailed information to customers regarding their card terms and conditions.
  • Ensure every interaction with the customer focuses on delivering exceptional experiences.
  • Assist customers at every touchpoint in a professional and courteous manner.
  • Understand customer needs and deliver personalized service.
  • Work within a heavily regulated industry, demonstrating a sound understanding of legal, regulatory, and internal compliance obligations, and promote compliant outcomes.
  • Provide financial services efficiently, honestly, and fairly.
  • Successfully complete training to maintain skills and competencies to fulfill role and functions.
  • Identify, record, and report complaints, conflicts, breaches, and other reportable matters in a timely manner.
  • Meet or exceed financial targets while maintaining service levels as part of the Inbound Service and Claims team.
  • Handle written queries in a professional and efficient manner within a five-day timeframe.
  • As a frontline salesperson, identify sales opportunities and provide regular feedback to the team and Account Managers.
  • Utilize sales skills to identify customer needs and achieve sales rate targets.

Requirements
  • Exceptional customer service skills, with a minimum of 12 months of experience in a customer-focused role.
  • Claims handling experience is highly regarded but not necessary.
  • Strong phone manner and verbal communication skills.
  • Excellent written communication skills.
  • Strong computer literacy and the ability to learn new systems.
  • Demonstrated problem-solving skills.
  • Analytical skills and attention to detail.
  • Results-driven with a focus on continuous improvement.
  • Solid competence in Microsoft Office applications.

Benefits

This role offers the opportunity to work in a dynamic team environment and contribute to the success of our clients. As a valued member of our team, you will have access to ongoing training and development opportunities to enhance your skills and knowledge.


Other Information

Please note that this is a fixed-term contract position. If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply.

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