Customer Experience Consultant

7 days ago

Brisbane, Australia TSA Group Full time

Company Description

TSA is an Australian-owned business in the Outsourcing Industry helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands from across multiple call centres in Australia and the Philippines.

We are looking for Customer Experience Consultants to join our team, assisting New Zealand customers affected by the recent major weather event. You will be the voice representing our insurance partner, IAG, resolving major property damage claims as a result of the natural disaster.

This role offers you the ability to build strong connections with your customers ensuring they are provided with the highest level of customer experience as you support the end to end management of their claim. To support your competency in this role, your leaders will provide you with regular coaching ensuring you are set up for success

**Job Description**:
**An overview of the role;**
- Work 5 days per week, between Monday - Sunday, on a rotating roster 6am - 5pm (Penalty rates apply)
- Full time paid training
- Work from home flexibility
- Must be located within Brisbane to be successful in the role
- Healthy work/life balance
- Must have stable internet connect with appropriate home office set up

**How you will do it?**
- Build authentic relationships with customers through end to end claims management, assessing each situation on an individual basis
- Manage inbound calls and outbound calls to resolve enquires, and concerns related to property damage
- Liaise with suppliers and repairers to validate, assess and repair property insurance claims
- Accurately record detailed customer interactions and process account information
- Accurately manage customer expectations regarding their insurance and claim process

**What About You?**
- Passionate about customer service and helping others
- Confidence in taking ownership of calls to problem solve
- A high degree of patience and empathy for others in difficult situations
- Able to multi-task and manage time effectively without compromising service levels
- Team player, working collaboratively to exceed expectations
- Highly flexible and adaptable - welcomes change
- A love for learning new things

**Why work with us?**
- Work in a fun, friendly and supportive (virtual) team environment
- Rewards & Recognition including VIP tickets events, prizes, End of Year parties, Annual Ping Pong Tournament - and more
- Career progression; work your way up and across the business

**Check out our social media pages**:

- Instagram: tsa_group_

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