Customer Service Officer

2 months ago

Macquarie Park, Australia DXC Technology Full time

Job Description:

Are you ready to be part of something truly innovative?

At DXC, we are thrilled to announce the launch of our new self-insurance business operation, and we are looking for talented individuals to join our growing team. This is a unique opportunity to help shape the future of our operations, as we build a customer-focused service team from the ground up. At DXC, we value collaboration, innovation, and diversity. By joining us, you’ll have the chance to contribute to projects that matter while growing your career in a dynamic and supportive environment.

If you’re ready to take the next step and make a real impact, we invite you to apply and help us build something amazing together

The Customer Service Officer will be responsible for training, mentoring, and enhancing the team's ability to provide exceptional service to clients while ensuring compliance with industry regulations.

Key Responsibilities

  • Training and Development: Design and implement training programs to improve team performance in handling workers' compensation claims and self-insurance enquiries.
  • Quality Assurance: Monitor and evaluate customer interactions to ensure adherence to company policies and quality standards. Provide constructive feedback to team members.
  • Coaching: Conduct regular coaching sessions to enhance skills in communication, problem-solving, and conflict resolution.
  • Performance Management: Assist in setting performance metrics and assess team members' progress towards achieving these goals.
  • Client Engagement: Support customer service representatives in resolving complex enquiries, fostering a customer-first approach.
  • Complaints Management: Oversee the handling of customer complaints, ensuring timely resolution and effective communication. Analyse complaint trends to identify areas for improvement in service delivery.
  • Collaboration: Work closely with management to align customer service strategies with organisational goals and compliance requirements.
  • Reporting: Analyse customer service metrics and prepare reports on team performance, identifying areas for improvement.

Key Skills & Experience

  • Experience: 3+ years of experience in customer service, preferably in workers' compensation or self-insurance.
  • Skills:
    • Strong communication and interpersonal skills
    • Ability to mentor and motivate team members.
    • Problem-solving skills and a customer-oriented mindset
    • Familiarity with workers' compensation regulations and self-insurance practices
  • Education: Bachelor’s degree in business administration, Human Resources, or a related field is preferred.

About DXC

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernising IT, optimising data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organisations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

Your working environment

Our ‘people first’ mindset comes to life offering the ultimate in working flexibility. We take a virtual first approach and our teams are spread across multiple geographies delivering a broad range of customer projects, which means we can tailor working arrangements that work for our people.

No matter where you are located, you’ll never feel alone and will always be supported with our diverse range of employee interest and social support groups. Whatever your passion, you will be amongst friends – from #PetsofDXC to photography, cycling or cooking groups, or, we welcome you to make your mark and start your own group.

Our culture and benefits

DXC is committed to building better futures for our customers, colleagues, environment, and communities. We take care of each other and foster a culture of inclusion, belonging and corporate citizenship. We put this to action developing and implementing societal initiatives within our Social Impact Practice. #WeAreDXC

As an employer of choice, our “people first” philosophy means we offer competitive remuneration, benefits, training, and career opportunities that reflect our commitment to improving the lives of our employees, and the communities in which we live and work.

We are an equal opportunity employer

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge. We stand by the ‘bring your whole-self to work’ philosophy. It is our inclusive culture that powers our results, and our company grows only if our people grow. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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