Customer Support Specialist

**Customer Service Superheroes? We call them our Specialised Care Team**:
Our **Specialised Care Team** is a dynamic and high profile team in our Contact Centre that provides vital support to customers and staff - you could say they are a team of Superheroes

Working within our **new Wyong Customer Care HQ, **you will be making a real difference to people’s lives by taking calls relating to escalated enquiries, financial scams and assisting customers who are experiencing vulnerability.

Due to ongoing growth within our team, we have opportunities for **Customer Support Specialists **whose strengths include communicating with authenticity, whilst being able to drive outcomes for our customers.

**Here’s what our team have to say about us**

"_I enjoy the variety of the calls and tasks we currently handle - no two days are the same and the type of situations we deal with are so varied and interesting_."

"_We are a close-knit team who work together, not only for our customers, but also for our colleagues. We are always there for one another_.”

"_It’s really great to work for a global company with the friendliest workplace culture that I’ve experienced_."

**If you’re as excited as we are, then keep reading**

This position is** **Full Time** **and will **require you to work a 7-day rotating roster** during the team’s hours of operation: 8am - 9:30pm Monday - Friday, and 9am - 8pm on weekends.

Our Contact Centre is considered a great talent pool for our wider business and this is an excellent opportunity for those looking to expand their career with ING.

**What you’ll be doing**
- Servicing a high volume of customer and Customer Care Specialist calls whilst maintaining excellent customer service and satisfaction.
- Handling escalated concerns by providing appropriate & personalised solutions to our customers in a timely manner.
- Developing strong relationships with internal and external teams, and continuously finding ways to improve processes for our customers.
- Providing the required assistance to customers who may be experiencing vulnerability, including referrals to external support services.
- Keep detailed and accurate notes of customer contacts.

**What we’re looking for?**
- Demonstrated experience in a fast paced, high volume and challenging work environment.
- Call Centre and Community Services experience would be highly regarded.
- A passion for helping others, and the ability to communicate to a diverse range of customers with empathy. Understanding customer vulnerabilities is definitely a plus
- Experience in internal and/or external Dispute Resolution.
- Excellent stakeholder management skills and experience managing risk and compliance.
- High level of self-awareness and immense resilience.
- Self
- motivated as well as being able to work well as part of a team.

**What are the benefits for you?**
- 20% penalty rates offered for late shifts finishing after 8pm and time and a half for weekend shifts.
- Annual rest day - an extra day of leave
- Encouraged work/life balance, with a flexible combination of work from home and work in office.
- Training and Support to ensure that you begin on the right foot.
- Open and dynamic team and environment.
- Employee Wellbeing Program so that you can be your “Best You.”
- Regular coaching and mentoring sessions with your Manager.
- Free onsite parking in Wyong with and great facilities nearby.
- Casual Dress Code - ditch the suit and tie
- Parental Leave of up to 14 weeks paid leave to eligible employees.

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)