Job Category: Banking and Financial Services, Call Centre and Customer Service, Insurance & Superannuation
Job DescriptionYour new role We are seeking a dedicated Customer Engagement Representatives to join our team. You will be responsible for providing end-to-end customer engagement and addressing inquiries related to superannuation, benefit processing, and insurance through high volume phone calls and emails.
The key to success is that you consistently provide outstanding customer service when interacting with CSC's highly valued customers, listening actively and handling their needs with urgency and care. As the central point of contact for customers, your engagement and desire to help people is essential.
Responsibilities:
Promptly resolve all customer inquiries by listening attentively to identify needs and provide accurate information within CSC's metrics.Demonstrate a commitment to best practice customer service, maintaining consistent engagement, communication, and record-keeping standards while meeting business requirements.Ability to research knowledge articles, repositories, and legislation to resolve customer inquiries.Adapt to the needs of our workforce planning team by managing various phone lines, responding to emails from the scheme inbox, and providing face-to-face customer support at our Canberra office.Key information: Working hours: Monday to Friday, up to 38 hours per week (excluding public holidays and leave).Working rights: Must have full working rights in Australia for the duration of the contract with no restrictions.Hourly rate: $37.00 per hour + superannuation.Location: Canberra (onsite and hybrid arrangement) or Interstate (100% work from home).Training: We will need your full-time commitment and attendance in training as this is crucial to your learning and success. Training is 5-6 weeks and will be delivered in person or online.Desired Skills and ExperienceWhat you need to excel: 1-2 years experience working in a similar position and in busy, fast-paced call centre or contact centre environments highly regarded.Ability to connect and support our customers with a professional and empathetic phone manner.Professionalism, customer focus, and ability to contribute to a positive business culture.Highly developed multi-tasking, organisation, and customer service skills to capture data as you speak with your customer over the telephone.Excellent administration skills, including written and researching skills to seek responses when on the telephone with your customer.Highly developed communication skills, with the ability to hold customer centre conversations and build rapport.Ability to learn quickly on new systems while processing new information and retaining key information.CSC's Core Competencies reflect the key sets of skills, knowledge, experience, and behaviours required to perform your role effectively. These are: Delivering results and meeting customer expectations.Working with People.Adapting and Responding to Change.Deciding and Initiating Action.Analysing.Commercial and Strategic Thinking.What will you get in return? You will have engaging and meaningful work in an environment where you have the opportunity to contribute to our Customers' retirement journey and make a difference every day to the lives of others.Training, development, and career opportunities.Opportunity to contribute to drive customer satisfaction while supporting your team.Chance to make a meaningful impact by assisting customers with their financial needs.Benefit from CSC's commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.To apply for this opportunity please submit your current resume.
Please note: Agency submissions will not be considered for this position.About CSC: Visit our careers page to discover more about CSC, our core competencies, and employee benefits: Members/About-CSC/Careers.
The drive to make a difference. With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.
Every day, CSC makes a real difference by guiding our customers to make the right choices and to feel confident about their financial wellbeing. Through our world-leading investment strategies, we are always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.
#J-18808-Ljbffr