Customer Service Officer

**Overview**

Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses.

**Key Accountabilities and Main Responsibilities**
- Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
- The provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
- Investigation and ownership of complex member queries
- Achievement of all Key Performance Indicators (KPIs)
- Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
- Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
- Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
- Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
- Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions
- Demonstrating drive and motivation by keeping abreast of current industry related information and changes
- Displaying a proactive approach to independent learning
- Actively contributing towards continuous process improvement
- Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
- Adhering to all legislative requirements required for the role
- Complying with Link Group Privacy a policy and procedures

**Experience & Personal Attributes
- Strong customer service skills with a member experience focus
- Excellent written and verbal communication skills, and a pleasant phone manner
- Established history of consistently delivering results and achieving set targets
- Proven track record of reliability and punctuality in a structured environment
- Proven ability to solve complex problems and deliver innovative solutions
- Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
- Ability to work under pressure and maintain set target levels
- Openness to feedback and willingness to develop professionally
- Proven ability to solve complex problems and deliver innovative solutions
- Previous experience in working in a collaborative and professional team environment
- Intermediate computer literacy and keyboard skills (MS Office suite), and excellent attention to detail and accuracy
- Ability to work across digital media platforms and provide front line technical support
- A desire to work in, and develop a career within the superannuation industry
- Desirable
- Experience in Contact Centre or Financial Services
- ASFA qualification or equivalent
- RG146 qualification

Link Group is a leading fund administration and share registry specialist. We are a market leading provider of technology-enabled administration solutions, continually developing our offerings to expand with our clients' needs. Since our inception, Link Group has been entrusted by clients to handle sensitive data in a secure and confidential manner. Our core businesses of fund administration and securities registration are complemented by our expertise in digital solutions and data analytics.

Our Corporate Markets division provides clients with a comprehensive corporate market offering that connects issuers to their stakeholders. Our uniquely integrated range of corporate markets capabilities includes shareholder management and analytics, stakeholder engagement, share and unit registry, and employee share plans. We also offer company secretarial support, as well as various specialist offerings such as insolvency solutions. We operate in twelve countries throughout Australasia, Asia, Africa, the Middle East, United Kingdom and Europe.

Our teams combine a wealth of industry experience with a rigorous focus on client management to deliver a premium service underpinned by market leading digital technology provided by our Technology division.

Link Group is building a dynamic, client focused, caring and inclusive culture that is built on the foundations of an entrepreneurial spirit, effective risk management, empathy and trust, and underpinned by its core values.

We are an inclusive employer whose people work collaboratively. We encourage, support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported. We know that diversity drives better client outcomes, continuous improvement, and growth. Be part of the Link Group journey and together we will achieve our full potential.

We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including, but not limited to gender, gender identity, sexual orientation, age, ethnicity, cultural background, ph