Customer Service Representative

2 weeks ago

Newcastle, New South Wales, Australia SS&C Bluedoor Pty Limited Full time
About SS&C Bluedoor Pty Limited

We are a global provider of investment and financial services, software for the financial services and healthcare industries. Our company is named to the Fortune 1000 list as top U.S. company based on revenue, with our headquarters in Windsor, Connecticut and over 90 offices in 35 countries.

Job Overview

This role offers an exceptional opportunity to join our team as a Contact Centre Officer, working with our customers to provide outstanding service and support. You will be responsible for handling incoming and outgoing customer communications via phone, email, chat etc., answering and responding to general advice enquiries, customer complaints, and follow-ups, aiming for first-call resolution.

You will work in a hybrid environment, enjoying flexibility while being part of a collaborative team striving to exceed client expectations with every interaction. This role requires engaging with potentially vulnerable members and recognising the unique needs and value of different customers and customer segments.

Key Responsibilities
  • Answer and respond to general advice enquiries and proactively capture feedback and data obtained during interactions.
  • Demonstrate problem-solving ability through strong knowledge and understanding of the superannuation industry and relevant legislation to identify complex business situations and recommend solutions where required.
  • The timely response to all correspondence from members
  • Proactive telephone contact with customers in line with approved outbound campaigns
  • Complete administrative duties as allocated to support the efficient operation of the business.
  • Identify continuous improvement initiatives and contribute to a best-in-class business culture.
  • Assist members and beneficiaries in a time of need with empathy and professionalism.
  • Comply with Fund and regulatory requirements, complete ongoing education as per training plan and AFSL requirements.
  • Maintain members' details.
  • Achieve KPIs, SLA's and targets
  • Respond to member enquiries 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 contributing positively and collaboratively to shared team goals.
Requirements
  • Excellent communication skills both written and verbal.
  • Ability to work independently as well as in a team environment.
  • Process-oriented with great attention to detail, able to multi-task.
  • Proven ability to work on tasks independently, contributing to team goals.
  • Confidence in engaging with members, external stakeholders maintaining a pleasant phone manner and attitude.
  • Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel.
  • Demonstrated ability to provide exceptional customer service.
  • Exhibits conflict resolution abilities remaining calm and positive when managing challenging situations.
  • Demonstrated experience in outbound service contact centre teams.
  • Understanding of the superannuation and financial services industry.
  • Commitment to continuously expanding and updating knowledge.
  • Ability to coordinate workflow and meet deadlines.
  • Friendly, people-focused person who enjoys exceeding customer expectations.
What We Offer
  • $65,000 - $80,000 per annum depending on experience
  • An exceptional array of benefits and incentives designed to ensure employees feel valued and supported, including comprehensive reward and wellness platform, income protection insurance and salary continuance, death and TPD insurance, private health insurance discount, generous bereavement and compassionate leave, primary and secondary carers paid parental leave, focused on mental health, hybrid working model.

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