Customer Service Representative

As the first point of contact for clients and visitors, the Customer Service Representative plays a crucial role in providing exceptional service and ensuring smooth operations. Your friendly demeanor, effective communication skills, and attention to detail will contribute to creating a positive and welcoming atmosphere for all stakeholders. This position provides administrative support to the broader Agency. You will support a client and results focused culture within the business, be responsive to client needs and deliver superior service to clients and others within the office team.

Primary Responsibilities

Customer Focus

· Consistently provide excellent customer service and develop relationships by listening, anticipating, and providing solutions within appropriate level of authority

· Greet and welcome clients, visitors, and employees in a professional and courteous manner

· Manage incoming calls, directing them to appropriate personnel or departments and taking accurate messages

· Maintain a neat and organized reception area, ensuring it reflects a professional image of the company

· Direct clients to the appropriate team member, based on their needs

· Maintain a high level of client satisfaction by promptly and effectively addressing general inquiries and concerns

· Appropriately escalate client enquiries and complaints within required organisational and regulatory timeframes

· Conduct Social-Media posting for the Agency in line with applicable company policies and guidelines

Policy, Process and Procedures

· Manage and maintain the appointment calendar for Insurance Agents, ensuring efficient use of their time

· Confirm appointments with clients, send reminders, and reschedule appointments when necessary

· Communicate effectively with colleagues to ensure smooth information flow and provide necessary support

· Collaborate with other administrative staff to streamline office operations and enhance the client experience

· Support internal office processes including mail distribution, word processing, messaging systems, stationery and other administration when time allows

· Complete daily banking, receipting, and filing

• Proactively use available tools and reports to minimize outstanding debtors, contact clients to follow-up outstanding payments, and escalate when necessary

· Help coordinate office maintenance ensuring a safe, clean, and comfortable office environment at all times

· Ensure compliance with all applicable insurance guidelines, regulations, company policies and operating procedures

· Continuously strive to help the Agency achieve high levels of regulatory compliance resulting in satisfactory Quality Assurance reviews

General Duties and Responsibilities

Compliance with:

· Code of Conduct, values, policies and procedures, directives, and communications

· All Occupational Health and Safety regulations within the workplace including reporting hazards, incidents and near misses; taking care of your own health and safety and the health and safety of others

· Participation in quality improvement activities across the organisation

· Fire and emergency policy and procedures

· Direction about any work-related spend within delegated authority

· All client contact recorded in Salesforce

· Annual Continuing Professional Development (CPD) requirements

Qualifications and Experience

Police/ASIC clearance (or ability to obtain)

Preferred

Previous experience in a client facing or administrative role

ANZIIF Foundation Certificate in Insurance

Competencies and Skills

· Proficient in all Microsoft Office Products and with a high level of general computer skills

· Flexibility, a can-do attitude, and willingness to learn

· Excellent attention to detail and organisational skills

· Excellent customer service skills

· Excellent phone etiquette with clear speech, active listening, and the ability to handle calls professionally