Customer Service Consultant

About Us:

Tokio Marine Group is one of the largest global insurance companies with businesses in 38 countries and regions worldwide.

Tokio Marine Management Australasia (TMMA) has grown from its beginnings in Australasia over 50 years ago as a niche Japanese commercial insurer into a diversified operation offering a strong mix of commercial and personal lines. Leading the way in travel, accident and health, bond and credit and cyber security insurance just to name a few.

We are guided by our core identity "To Be A Good Company".

TMMA and its agencies has over 200 employees across offices in both Australia and New Zealand, with its headquarters in Sydney.

About the Opportunity:

The Customer Service Consultant sits within the thriving Leisure Travel Team and is a critical opportunity being the first point of contact for our valued customer base. There are two (2) roles available in this team.

This role will include:

• Answering claim related enquiries / questions and resolving issues over the phone as a ?single-point-of-contact? including travel insurance coverage and customer complaints and general enquiries.
• Maintaining high customer satisfaction results across our clients, customers, and partners with an overall exceptional service experience to all stakeholders involved.
• Register claims both through the online system and via email, completion of claims inboxes
• Taking immediate action when confronted with a customer's medical emergency claim or made aware of a situation such as vulnerable, financial hardship related that requires escalation.
• Managing each customer contact to resolve any customer issues and connect them with claim assessors when appropriate.
• Provide a high level of customer service, responding to phone and email enquiries on the sales and claim process as well as following up customers on complaints and incidences.
• Assisting members / customers to lodge claims and guiding them throughout the claims process in a professional manner.
• Develop the customer relationship, supply customers with their claim status information, benefit coverage interpretations, and explaining policy inclusions and exclusions confidently.
• Equip the leisure travel team with additional support with ad hoc tasks as and when required including administrative assistance.

About You:

As our preferred candidate, you will have:

• Strong call centre experience within Insurance and/or Travel sector, as well as knowledge of the insurance industry and in particular the Travel portfolio is highly desirable.
• Numerate, with strong written and verbal communication skills and exceptional customer service focus with an eye for the experience factor.
• Adept capability with decision making and problem-solving skills to ensure customer satisfaction.
• Be able to read & understand Product Disclosure Statements.
• Proven computer literacy (MS Office), and experience with contact centre software system.
• Efficient time management skill with the ability to prioritise tasks according to urgency and importance.
• Ability to recognise, understand and support need for change and anticipated impact on both the team and self.

What's in it for you?

• Competitive salary package with yearly bonus and great benefits
• Novated leasing options for your assets e.g. vehicle, mobile, laptop etc
• A flat management operating structure which means minimal levels of hierarchy and access to Executive Leaders
• Flexible working - hybrid position, WFH 2 days a week, choose your schedule
• Additional wellbeing leave day to use as you see fit in additional to optional flu vaccinations provided onsite
• Volunteer day with a charity of your choosing
• Twelve weeks of paid parental leave for primary carers, 6 weeks for secondary carers
• Social committee in a friendly, down-to-earth high performing culture that celebrates you
• Ongoing learning and development programs tailored to your career progression goals and ambitions
• Significant discounts with large Japanese multinational companies and other large national retailers

And many more

In return, we will give you everything you need to develop your skills and build a successful role at TMMA. If you?re ready to step into a business and culture that will both challenge and excite you, apply now and let?s make a difference together If you?re ready to step into a business and culture that will challenge and excite you, apply now and let?s make a difference together.