Customer Service Professional

5 days ago

Newcastle, New South Wales, Australia SS&C Bluedoor Pty Limited Full time
About the Role:
As a Contact Centre Officer with SS&C Bluedoor Pty Limited, you will be responsible for delivering exceptional customer service to our clients. This role involves handling incoming and outgoing customer communications via phone, email, chat, and other channels. You will answer and respond to general advice enquiries, customer complaints, and follow-ups, aiming for first-call resolution.

About Us:
SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. With over 20,000 employees in 35 countries, we offer a comprehensive range of solutions to help our clients succeed. Our company culture values diversity, inclusivity, and teamwork, making us an attractive employer for those who share these values.

Your Key Responsibilities:
  • Answer and respond to general advice enquiries and proactively capture feedback and data obtained during the interactions.
  • Demonstrate a high level of problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation to identify complex business situations and recommend appropriate solutions where required.
  • The timely response to all correspondence from members
  • Responsible for proactive telephone contact with customers in line with approved outbound campaigns
  • Complete administrative and ad hoc duties as allocated to support the efficient operation of the business.
  • Identify continuous improvement initiatives and proactively contribute to a best-in-class business culture.
  • Assist members and beneficiaries in a time of need with empathy and in a professional manner.
  • Comply with Fund and regulatory requirements, completion of ongoing education as per training plan and AFSL requirements.
  • Maintain members' details.
  • Achievement of KPIs, SLA's and targets
  • Attend to member enquiries as they occur by accurately identifying the nature of the enquiry and responding in a timely and professional manner.
  • Participate in training and upskilling to build knowledge and skills within yourself and the team.
  • Be an active team player and contribute positively and collaboratively to the success of shared team goals.
  • Agent Support: Answer ad-hoc agent/team enquiries via phone/chat while also handling escalations.
  • Ad hoc specialised project support & UAT testing for campaign management.
  • Ensure our integrity is maintained and risk exposure minimised by adhering to policies and procedures.
  • Maintain a positive attitude and commitment to working in a hybrid working environment.
  • Must be willing to work onsite with a minimum of two days per week with initial training onsite 5 days per week.
  • Centre Operating hours are 8 am to 6 pm with rotating shifts.

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