Customer Service Assistant

26903 | Customer Services & Claims | Entry Level | Non-Executive | Allianz Partners | Full-Time | Permanent

**Customer Service Assistant, Mobility Functional Support**

**Brisbane, Australia**

Delivery of exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer Service Assistants will be required to assess the caller’s needs and determine the most appropriate course of action or referral.

Full time rostered shift working hours Monday to Friday between 8am to 7pm (no weekend work) and during daylight savings periods from 7am to 7pm. This position pays hourly rate.

**Role Purpose**:
Delivery of exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer Service Assistants will be required to assess the caller’s needs and determine the most appropriate course of action or referral.

Internal relationships:

- Team Leaders
- Team Manager
- Operations Manager - Home & Lifecare
- General Manager, Assistance Operations.
- Strategic Account Managers
- Customer Service Assistants
- All Allianz Partners Staff

External relationships:

- Network Providers
- Service Providers
- End users of services
- Third Party Specialist Providers
- Allianz Partners Client Company Personnel

**Key Responsibilities include**:
**Customer service**:

- Deliver exceptional service to customers through the effective management of inbound and outbound telephone calls
- Promote customer retention and satisfaction by identifying and understanding the customer’s needs to provide appropriate and timely resolution to their enquiry
- Provision of accurate and consistent information on products and services as per procedures and protocols set down by Allianz Global Assistance and our client companies
- Provide optimum levels of customer service by responding to enquiries professionally, listening and developing a rapport with the customer and taking all necessary action to solve customer problems within contracted and operational turnaround times
- Achievement of individual key performance indicators and contribute to overall team KPI’s
- Ensure customers are given information relating to any Client’s program to which they are entitled as administered by Allianz Global Assistance, Mobility Services.
- Effective handling of complex customer issues or complaints as required. Escalation of complaint, where required, to the leadership team or designated customer complaints team
- Check the eligibility of Customers’ entitlements as required, to deliver the necessary services
- Display support of business initiatives in contributing to an environment of continuous improvement
- As required, assist with the management of other Assistance inbound and outbound call queues or workloads as directed by the Home & Lifecare Leadership team

**Case Management**:

- Thorough and accurate logging of all call related data into appropriate IT system and creation of incidents in real time
- Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client
- Provide effective follow through and end to end case management to ensure the customer’s enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete - including Network colleagues and Home & Lifecare Leadership team, as per operational guidelines
- Consult with Home & Lifecare leadership team and delegated senior staff where appropriate to ensure accurate handling of cases
- Provide regular feedback to Home & Lifecare Leadership team regarding call trends, issues or ideas for system, process or service improvements to contribute to an environment of continuous improvement
- Work onsite at our Brisbane Office and commit to shift work Monday to Friday as per the hours noted above
- Positively represent the Home & Lifecare team and Allianz Global Assistance as required in both internal and external client and customer interactions
- Actively participate in ongoing personal development to increase understanding and knowledge of customers, clients and systems relevant to role specifications
- Active participation in performance discussions, coaching sessions and training sessions, demonstrating a commitment to achieving the requirements of the role, and to ongoing learning and development
- Maintain a professional and clean workstation ensuring accessibility to all relevant tools and information and considering shared desk policy
- Performance of specific shift duties as allocated per shift roster. This may involve assisting other teams or undertaking other duties as directed by the Home & Lifecare Leadership team
- Maintain expected standards of dress and behaviour in the Assistance Division within the guidelines of the relevant HR policies and company expectations
- Display an understanding a