Member Experience Specialist

5 days ago

City of Parramatta Council, Australia beBeeCustomerService Full time
Role Overview

We are seeking a dedicated and customer-focused professional to join our team as a Member Care Consultant.

This is an exciting opportunity to work in a dynamic contact centre environment, providing exceptional service to our members and promoting HCF products and services.

As a Member Care Consultant, you will be instrumental in delivering outstanding member experiences, resolving concerns, and meeting targets.

You will have the opportunity to develop your skills and knowledge in sales, customer service, and communication, working with a supportive and collaborative team.


Key Responsibilities:
  • Engage with members in a empathetic and professional manner, ensuring their needs are met within quality guidelines.
  • Communicate effectively to identify and meet member needs, with a strong focus on 'First Contact Resolution'.
  • Resolve member concerns in a seamless and customer-centric manner, including handling customers in vulnerable circumstances.
  • Identify and investigate member pain points or complaints, working towards best possible outcomes.
  • Manage expectations and provide tailored solutions to meet member needs.

Requirements:
  • Positive, enthusiastic, and collaborative work ethic.
  • Excellent verbal and written communication skills.
  • Previous experience in sales or promotion of products and services over the phone.
  • Solutions-focused with a positive and resilient outlook.
  • Ability to take ownership of KPIs and commitment to meeting targets.

Benefits:
  • 50% subsidy on HCF hospital and/or extras cover.
  • 18 weeks of parental leave for all new parents.
  • Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks, and more.

Working Arrangements:

This is a permanent, part-time role, working 20 hours a week. Four hour shifts daily, Monday to Friday with hybrid working available.

Contact Centre hours of operation are Monday to Friday 8am to 8pm and Saturday 9am to 5pm.

We are seeking candidates who can start on a mutually agreed date.

During training, you are required to work in the office for the first four months from start date. Training is part-time for a period of three months in the office. After training, you will transition to a hybrid working model (currently a minimum of two days a week in the office).

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