Customer Service Consultant

2 weeks ago

Melbourne City Centre, Australia HAYS Full time

Fully Work From Home / Full time / Permanent / Finance industry / $63,809 Packaged
- Your new company

Hays is proud to partner with one of Australia’s leading member-owned health funds in the search for new Customer Solutions Consultants. For over 180 years, this Melbourne-based health fund has been assisting members in achieving real wellbeing, something they measure through more than just physical health. Due to an increase in membership enquiries, they are seeking multiple Customer Solutions Consultants to assist in the onboarding of all new health fund members, whilst also providing excellent service to pre-existing members.
Your new role
Reporting to the Customer Solutions Team Leader, your purpose as a Customer Solutions Consultant is to provide new and existing health fund members with support and guidance in understanding the value of private health cover. With a strong customer service ethos, you will be connecting with the current member base in order to discover and recommend the best health cover for their needs.
Your duties and responsibilities include:

- Onboarding of all new members: Relationship building and retention, customer satisfaction and loyalty
- Actively listening to customers to establish the most suitable level of health cover for them
- Create value for new and existing members by putting them at the heart of you work and delivering exceptional customer service experiences
- Following a script to ensure consistency in delivering a positive experience, and adhering to QA criteria with regards to hold times, average call time and number of calls per day
- Meeting all individual KPIs and performance targets
- Keeping up to date with all policies and procedures to ensure you are giving members and enquirers the most current and accurate health cover information
- Liaising with a range of internal and external stakeholders to continuously improve the quality of service provided
- Act in accordance with all workplace policies and procedures, and to uphold company values

What you'll need to succeed
- Previous and relevant customer service experience in a contact centre environment or similar
- Excellent written and verbal communication skills
- Sound-problem solving ability with ability to handle complaints and objections
- Proven ability to work under pressure and offer time-sensitive solutions
- Basic proficient use of MS Office and the ability to learn new computer systems
- Previous experience in the health insurance or health industry desirable, but not essential

What you'll get in return
- Great training and support
- 100% work from home role - you can be based anywhere in Australia
- Secure, permanent work with a nationally recognised company
- Competitive annual salary and no weekend work

**LHS 297508** #2757543

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