Contact Centre Officer
HybridMelbourne, Victoria, Australia
Job Summary
Respond to inbound customer calls, emails, and messages while accurately recording client information in computer systems. Resolve queries and escalations within agreed timeframes, adhering to strict escalation procedures and SLA commitments. Liaise with advisors and investors to fulfill service and processing requests, making outbound calls to foster direct communication. Monitor service inquiries via phone or written channels to ensure response times are met or exceeded, identifying and addressing issues immediately. Maintain high client satisfaction levels through professional written correspondence and active monitoring of workflow systems. Achieve agreed client service metrics including average speed of answer, abandonment rate, and grade of service. Ensure strict adherence to compliance requirements, specifically AML/KYC processes, while avoiding any evidence of personal or general advice.
Required Qualifications
- Previous experience in a customer service or contact centre role
- Communicates professionally and proactively, understanding issues from the customer's perspective, with excellent interpersonal skills
- Exhibits excellent written and verbal communication skills
- Maintains a high level of accuracy and attention to detail in all tasks
- Demonstrates a quick ability to learn and navigate in-house systems and databases effectively
- Genuinely passionate about delivering exceptional customer service, driven to achieve set targets and KPIs with the highest standards of performance
- Demonstrates exceptional empathy, resilience, and the ability to remain calm under pressure
- Strong active listening skills with a willingness to provide support and assistance to clients in distress
Desired Qualifications
- Previous experience in the financial services industry
- Strong background in customer service, sales, or retail, ideally within the financial services industry or a similarly fast-paced customer environment, supporting complex solutions or products
- Previous experience in complaints handling
- Knowledge and experience with AML/KYC processes
- Proficient in Microsoft Office Suite, ensuring efficiency in daily operations
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