Contact Centre Officer
HybridNewcastle, New South Wales, Australia or Parramatta, New South Wales, Australia
Job Summary
Answer and respond to general advice enquiries and proactively capture feedback from members while maintaining accurate records. Build strong relationships with internal stakeholders and handle escalations via phone or chat. Demonstrate problem-solving skills to identify complex business situations and recommend appropriate solutions within the superannuation industry. Complete administrative duties, participate in training, and adhere to regulatory requirements. Work onsite for a minimum of six days per month with rotating shifts between 8 am and 6 pm. Achieve KPIs and SLAs while contributing to continuous improvement initiatives.
Required Qualifications
- Excellent communication skills, both written and verbal
- Ability to work independently as well as in a team environment
- Process-oriented and have great attention to detail, with the ability to multitask
- Proven ability to work on tasks independently, whilst contributing to the team goals
- Confidence in engaging with members and external stakeholders, maintaining a pleasant phone manner and great attitude
- Ability to perform fundamental computer tasks, with advanced skills in Word, Outlook, and Excel
- Demonstrated ability to provide exceptional customer service
- Exhibits exceptional conflict resolution abilities and remains calm and positive when managing challenging situations
- Demonstrated experience in outbound service contact centre teams
- Understanding of the superannuation and financial services industry
- Commitment to continuously expanding and updating knowledge
- Ability to coordinate workflow and meet deadlines
- Friendly, people-focused person who enjoys exceeding customer expectations
- RG 146 complaint
- commitment to undertaking study
- Must be willing to work onsite with a minimum of 6 days per month
- initial training onsite 5 days per week
- Centre Operating hours are 8 am to 6 pm with rotating shifts
Desired Qualifications
- Must be able to lift 50 lbs
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