Customer Service Representative

2 weeks ago

Brisbane, Queensland, Australia beBeeSupport Full time $60,000 - $100,000
Operational Support Officer: A Key Role in Customer Care

This is a pivotal position within our organization, focusing on providing professional guidance and subject matter expertise to the Customer Care team.

  • The successful candidate will be responsible for facilitating in-house training of Customer Care staff members and aiding in internal process enhancement.
  • They will assist team members in handling complex cases requiring strong problem-solving skills, a deep understanding of company policies and procedures, and excellent communication skills.
  • The role involves managing customer complaints, aiming to achieve an effective first call resolution for the customer and the Bank.
  • Oversight and management of internal and external stakeholder relationships relating to Customer Care and the wider Customer Assist department.
  • Supervising the daily operations of the Customer Care team, ensuring individual and team strategies are executed.
  • Conducting Quality assurance and performance review activities, including delivery and implementation of feedback and corrective actions.

About You

  • Tertiary qualifications desired but not mandatory.
  • Understanding of the legal and regulatory framework in which Customer Assist must operate and constraints imposed by law, desired.
  • Banking and lending experience desired but not mandatory.
  • Strong experience in financial services industry, preferably in a Collections environment.
  • Proven record of driving processes to achieve desired targets.

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