Customer Service Administration Assistant

1 week ago

Brisbane, Australia Australian Retirement Trust Full time

Brisbane or Melbourne

An exciting opportunity awaits in our Employer Support team. We're looking for a Customer Service Administration Assistant, and you can work from Brisbane or Melbourne

Why join us?

  • We're a #hybrid-work organisation – we believe work is best done with a blend of in-person (at our purposefully designed HUBs) and remote (from your home).
  • When you are in one of our brand-new HUBs, you can take full advantage of end of trip facilities, yoga and multi faith room, parent and carer rooms, quiet rooms, BrewHub coffee facilities, and a multitude of team spaces that reflect our collaborative culture.
  • We provide excellent training and development opportunities to support your career progression and actively encourage internal mobility.

About the role

As a Customer Service Administration Assistant (internally known as a Solutions Representative), you'll be the go-to person for any queries related to the clearinghouse and Employer Online. Your main tasks will include ensuring smooth transaction handling, reconciliation, and monitoring — all in line with our Service Level Agreements.

We're seeking someone who can offer knowledgeable and friendly support to our valued customers. You'll be their first point of contact for digital queries, providing solutions through various channels. You'll also maintain and monitor electronic contribution processes, handling exceptions for both Employer Online and the clearinghouse.

But that's not all You'll be our digital products expert, analysing and escalating complex issues, and ensuring swift resolutions. You'll also serve as a reference and educator for Australian Retirement Trust staff and all employer segments about digital products. Plus, you'll make proactive outbound calls to onboard employers and assess their needs, supporting the growth of digital products across all employer segments.

This role is available as a 12-month max-term/secondment opportunity. We're open to anyone from anywhere, as long as you can make it to our Brisbane or Melbourne office at least once a week. 

About you

It goes without saying you'll be a great communicator with top notch interpersonal skills we'll also expect you to pick up problems and come up with quick, creative ways to solve them. It's quite likely you tick some of the following boxes too:

  • You have a proven background in online/customer support and a solid understanding of digital products.
  • You excel at managing client relationships, influencing, and negotiating complex outcomes.
  • You have excellent analytical skills and can identify and resolve technical issues with ease.
  • You can effectively teach and train team members and employers.
  • You stay effective, even in challenging situations.
  • You're committed to ongoing personal development and education.
  • Your written and verbal communication skills are top-notch.

About us

Our 2.3M members trust us to take care of almost $300 billion in retirement savings. That’s a whole lot of trust We're all about shaking things up and doing things differently to help our members retire with confidence. Our inclusive culture means you’ll be valued and heard in a respectful workplace. We've created an environment where you can be yourself and do amazing work. It's that simple.

Apply online now

Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities. Closing date for applications is Sunday, 7 July 2024. 

You'll hear from us after the closing date whether you make it through to the next round or not - we think that’s only fair. It’s why we're part of the Circle Back Initiative.

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