Contact Centre Specialist

5 days ago

Brisbane, Australia Talentpath Full time

Contact Centre Specialist - Class Actions & Personal Injury 
Up to $65,000 + Superannuation | WFH 3 Days | Brisbane CBD Office close to public transport

This leading client focused law firm, is looking for people who understand that the journey through legal matters can be challenging and often emotional.

Unlike other law firms; they are a compassionate community dedicated to supporting individuals from all walks of life. With commitment to empathy, resilience, and diversity driving all that they do, they are seeking individuals who share these values to join the inbound contact centre team to support in class actions and personal injury.  

About the role:
Working in the class actions or personal injury contact centre, you will listen to, empathise with, and provide the assistance and guidance that clients need. The calls you'll handle may be traumatic, sensitive, or emotionally charged, so having a trauma-informed approach is crucial. We're looking for individuals who are not only resilient but also empathetic, willing to listen, open to diversity and have strong call control skills.

  • Receive incoming calls and emails from clients with empathy, patience, and understanding.
  • Have strong call control, guiding clients through available options and have the ability to confidently advise of decision outcomes.
  • Listen actively to client concerns, validate their experiences, and offer resources as needed.
  • Remain calm and composed under pressure, maintaining professionalism and empathy at all times.
  • Collaborate with internal teams to ensure clients receive the support and assistance they need in a timely matter.
  • Up to $65,000 plus superannuation with annual salary review.
  • Starting July 29th. Monday – Friday 7AM – 7PM monthly rotating roster. True hybrid role with 3 days WFH and 2 days Brisbane CBD per week. Starting

About you:

  • Previous experience in a customer service or contact centre role is required.
  • Previous experience in a trauma-informed environment is advantageous.
  • Exceptional empathy, resilience, and ability to remain calm under pressure.
  • Confidence in controlling conversations with experience in providing final decision outcomes.
  • Strong active listening skills and willingness to provide support and guidance to individuals in distress.
  • Openness to diversity and a commitment to treating every client with respect and dignity.
  • Excellent communication skills, both verbal and written, with a focus on building rapport and trust.
  • Ability to work collaboratively in a team environment and adapt to changing priorities.

Who are we, and what's next?
We're Talentpath - nice to meet you. We're lucky to partner with companies to help them fuel the potential of their business through the addition of really talented people. We'd love to see you apply directly to this ad, so we can get the ball rolling and chat to you about this opportunity

We encourage you to apply for this role even if you don't tick all the boxes. Recent research shows that people from disadvantaged and/or underrepresented backgrounds are more likely to scroll past a job if they don't have every single requirement - let's change that. We recognise that people are more than just their CVs and take pride in being inclusive and diverse in our recruiting process. So if this role has piqued your interest, apply

Contact Details
Georgia Sheehan          
Georgia.S@Talentpath.com.au

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