Description:
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 #J-18808-Ljbffr