**Job Title:** Customer Care Specialist - Remote Work
**Company:** Insurance Australia Group
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Full-time
**Seniority:** Associate Level
**Years of Experience Required:** 4 years
### Job Description
Insurance Australia Group (IAG) is seeking a dedicated and energetic **Customer Care Specialist** to join our remote work team. In this role, you will be pivotal in providing exceptional service to our customers, ensuring their needs are met through effective communication and problem-solving. You will be working in a fast-paced environment where you will have the opportunity to take ownership and responsibility for customer interactions, contributing to our commitment to delivering outstanding service.
### Key Responsibilities
- **Customer Interaction:** Handle incoming calls, emails, and chat inquiries from customers, providing accurate information and resolving issues promptly. Aim to satisfy customer inquiries on the first contact.
- **Problem Resolution:** Utilize problem-solving skills to address customer concerns effectively. Investigate customer issues to identify solutions and escalate when necessary while maintaining ownership until resolution.
- **Service Improvement:** Collect feedback from customers regarding their experience and identify opportunities for process improvements. Collaborate with team members to brainstorm and implement innovative customer service solutions.
- **Documentation:** Maintain comprehensive and accurate records of customer interactions, transactions, and feedback in the customer relationship management (CRM) system. Ensure that necessary follow-up actions are documented clearly.
- **Collaboration:** Work closely with different departments such as underwriting, claims, and technical support to facilitate a streamlined customer experience. Contribute to team meetings by sharing insights and experiences from customer interactions.
- **Maintain Knowledge Base:** Keep updated with IAG's products, services, policies, and procedures to provide accurate information and guidance. Participate in ongoing training sessions to enhance skills and maintain knowledge of industry trends.
- **Performance Metrics:** Meet and exceed service level agreements (SLAs) and key performance indicators (KPIs) as set out by management. Regularly review performance and seek feedback for improvement.
### Requirements
- **Experience:** A minimum of 4 years of experience in customer service, preferably in the insurance or financial services sector.
- **Resilient and Energetic Personality:** The ideal candidate thrives in a challenging environment while demonstrating enthusiasm and a positive attitude.
- **Soft Skills:** Strong planning skills to manage multiple customer inquiries simultaneously, and the ability to work effectively as part of a team to meet common goals.
- **Communication:** Excellent verbal and written communication skills with the ability to articulate complex information simply and clearly.
- **Technical Proficiency:** Familiarity with CRM systems and basic knowledge of Microsoft Office Suite. An aptitude for learning new software and systems quickly is essential.
- **Problem-Solving Skills:** Demonstrated ability to think critically and resolve issues efficiently while maintaining a customer-centric approach.
### Benefits
- **Life Insurance:** Comprehensive coverage to give you and your family peace of mind.
- **Employee Discounts:** Access to exclusive discounts on a range of services and products.
- **Dental Insurance:** Coverage for dental care to promote your oral health and well-being.
### Working Environment
At Insurance Australia Group, we cultivate a sense of ownership and responsibility at every level. We are committed to employees' professional development and overall job satisfaction, believing that a motivated team contributes to our success.
### Deadline to Apply
Please submit your application by **October 4, 2024**.
### Equal Opportunity Statement
Insurance Australia Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds, identities, and experiences.
Join us in our mission to provide exceptional service and build meaningful relationships with our customers. We look forward to your application!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
