Customer Care Representative

4 days ago

Sydney, Australia AIA Full time

The Customer Care team is responsible for answering questions both over the phone about existing and new policies, typically relating to premium payments, insurance quotes, cancellations, as well as queries relating to maintenance of policy details.

The Customer Care team helps to educate the customer and advisers on general policy information as well as be the first point of contact for all general enquiries, within the agreed turnaround times and in accordance with the business operating protocols.
- Ensure that all KPI’s, including productivity and internal quality measures are met._
- _ To work from the perspective of the customer/client. Focus on customer needs; work to engage the customer; build and sustain productive customer relationships and loyalty._
- _ Consistently display behaviours that encourage productive working relationships and a strong performance culture._
- _ To productively work, support and maintain effectiveness of self and others whilst working in an ever-changing business environment. This may also involve working independently to keep up to date with Legislative and compliance issues._
- _ To undertake training to meet & maintain business, industry and legislative minimum standards appropriate for the role._

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