Customer Service Officer, R&SS

2 days ago

Parramatta, Australia Link Group Full time

Overview

As a Customer Service Officer (CSO) you will be the first point of contact (members, employers and financial planners) via phone (inbound/outbound), click-to-chat, and email for a range of enquiries. 
Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses. 

Key Accountabilities and Main Responsibilities

  • Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
  • The provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
  • Investigation and ownership of complex member queries
  • Demonstrating subject matter expertise on funds/processes/procedure
  • Achievement of all Key Performance Indicators (KPIs)
  • Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
  • Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
  • Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
  • Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
  • Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions
  • Demonstrating drive and motivation by keeping abreast of current industry related information and changes
  • Displaying a proactive approach to independent learning
  • Actively contributing towards continuous process improvement
  • Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
  • Adhering to all legislative requirements required for the role
  • Complying with  Link Group Privacy a policy and procedures

Experience & Personal Attributes

  • Strong customer service skills with a member experience focus
  • Excellent written and verbal communication skills, and a pleasant phone manner
  • Strong ability to interpret complex subject matter and to translate information to the end user
  • Established history of consistently delivering results and achieving set targets
  • Proven track record of reliability and punctuality in a structured environment
  • Proven ability to solve complex problems and deliver innovative solutions
  • Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
  • Ability to work under pressure and maintain set target levels
  • Openness to feedback and willingness to develop professionally
  • Proven ability to solve complex problems and deliver innovative solutions
  • Previous experience in working in a collaborative and professional team environment
  • Intermediate computer literacy and keyboard skills (MS Office suite) , and excellent attention to detail and accuracy
  • Ability to work across digital media platforms and provide front line technical support
  • A desire to work in, and develop a career within the superannuation industry

Desirable

  • Experience in Contact Centre or Financial Services
  • ASFA qualification or equivalent
  • RG146 qualification

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