Customer Service Officer

POSITION DESCRIPTION

**Title**

Customer Service Officer

**Location**

Hobart

**Reports to**

Contact Centre Team Leader

**Business Unit**

Operations

**Division**

Service Delivery

**Number of Direct Reports**

0

**Level**

LEVEL B

**Position Purpose**

The Contact Centre Customer Service Officer (CSO) will work as an integral part of the Spirit Super Contact Centre to facilitate the delivery of a positive service experience to all members and employers. The CSO will be focused on the ownership of each customer enquiry that they handle through to resolution. The goal of the CSO will be to resolve enquiries on first contact, and to drive advocacy through holistic customer service.

**Position Responsibilities**

The Customer Service Officer responsibilities include:

- Outbound calling relating to member engagement, retention and growth in line with our outbound call program
- Where required, provision of Intrafund Advice upon the attainment of Authorised Representative status
- Contribute to team success through the achievement of personal key performance indicators
- Communicate business improvement ideas and opportunities to the Contact Centre Team Leader and where required, contribute toward business improvement initiatives
- Demonstrate a positive, inclusive and supportive attitude embracing the organisation’s values
- Assist in the training of other Customer Services Officers via a buddying system as required
- Adhere to company policies, legislative requirements, procedures and guidelines
- Contribute towards strategic planning for the Contact Centre when and if required
- Build and maintain effective relationships with relevant internal and external stakeholders to ensure requirements are met
- Take reasonable care for your own personal health and safety and the safety of others in the workplace (e.g. Staff members, visitors, contractors, and members of the public)
- Demonstrate the organisation’s Values
- Ensure activities comply with relevant statutory and regulatory requirements, legal demands, and professional and ethical standards

**Core Competencies and Conduct**
- Proven ability to listen to customers, identify needs, ability to establish rapport, display empathy and deal with enquiries/complaints through to resolution
- Effective problem solving abilities (taking ownership for actions and using your initiative to get results)
- Ability to manage multiple tasks (e.g. able to interact via phone and input data simultaneously, or, conducting multiple live chat conversations at one time)
- Demonstrated willingness to be an agent of change within a team environment
- Exceptional verbal and written communication skills with a strong customer first focus
- Focusing on customer needs and satisfaction, setting high quality and quantity standards, working systematically, achieving project goals.
- Writing clearly, succinctly and correctly, convincing through writing, avoiding jargon, structuring information.
- Analysing information, probing for clarity, producing solutions, making judgements, thinking systemically
- Following procedures and instructions, time keeping, showing commitment, keeping to safety and legal guidelines
- Adapting to change, accepting new ideas, adapting interpersonal style, showing sensitivity to different cultures or backgrounds, dealing with ambiguity at work
- Coping with pressure, keeping emotions under control, balancing work and personal life, keeping optimistic, handling criticism
- Ability to work cooperatively and effectively within the team
- Ability to manage conflict, negotiate and always maintain professionalism
- Personal professionalism

**Relevant Skills and Experience**

**Qualifications**
- RG 146 or willingness to attain

**Experience /**

**Prior Knowledge**
- Demonstrated success in a customer facing role regardless of industry
- High levels of computer literacy, primarily with Microsoft Office and demonstrated experience in learning a variety of in house systems
- Ability to prioritise work duties where required
- Demonstrated success in achieving performance targets
- Ability to keep up to date on legislation and compliance requirements

**Key Relationships**

**Internal**

**External**
- Contact Centre team
- National Service Delivery team
- Fund Administration team
- Governance, Risk & Compliance team
- Members
- Employers
- Third Party Callers

This position requires the successful applicant to undertake pre-employment and on-going employment screening checks including a police check.

**Privacy**

The organisation collects relevant information in accordance with the Privacy Law which includes the Privacy Act 1988 (Cth), Australian Privacy Principals and any other law or regulation which regulate the collection, storage, use, security, disclosure and management of Personal Information. Information provided by you also be used in accordance with the organisation’s Privacy Policy which is available on our website. Should you require further