Webchat Sales Representative

The Webchat Sales Representative assists prospects in choosing the right HCF product for their needs and join. Provide an outstanding customer experience whilst providing full and accurate information in relation to any enquiries a potential customer may have.

Role responsibilities:
Member acquisition
- Receive and answer enquiries from the HCF website whilst on the path to purchase in response to joining HCF
- Handle all prospect enquiries using the GAIN sales methodology
- Recommend and educate prospects thoroughly regarding benefits of HCF products and services
- Provide answers to any enquiries in a clear written manner without the use of jargon
- Handle prospect objections using the OPRA methodology
- Maintain confidentiality of member information in adherence with the HCF Privacy Policy
- Maintain accuracy of member information
- Adhere to agreed to the web chat quality standards
- Make outbound calls to prospects part of campaigns.
- Follow all HCF policies, procedures and processes relating to sales

Customer focus and compliance
- Deliver first engagement resolution (FER) where possible
- Dedicated to delivering an outstanding level of service in all interactions with HCF members and staff
- Verify member identity and comply with ACCC and privacy requirements in all dealings where required
- Verify accuracy of database by checking addresses and contact details where required
- Complies with the HCF staff Code of Conduct, Harassment and Bullying Policy, Customer Service Standards and Social Media Policy

Personal accountability
- With the Sales Team Leader, analyse your individual results, establish action plans to help build knowledge and skills to improve where necessary
- Display commitment to continual personal development through training and coaching
- Provide outstanding customer service ensuring each customer feels they are important and have been fairly dealt with
- Follows up on leads generated via web chat and phone interactions

About You
- Strong commitment to providing outstanding customer service
- Desire to work within a team and achieve performance objectives
- A positive attitude and willingness to embrace change
- Ability to work under pressure
- Excellent telephone and written communication skills
- Intermediate computer skills - MS Office, Outlook

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Culture & Benefits
- Purpose-driven passion_
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
- Wellness and work-life balance_
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
- 50% subsidy on HCF hospital and/or extras cover- 18 weeks of parental leave for all new parents- Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more- Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
- Collaboration and inclusivity_
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
- Continuous learning and growth_
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

to discuss.