Role Purpose:
Delivery of exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer Service Assistants will be required to assess the caller's needs and determine the most appropriate course of action or referral.
Full time rostered shift working hours Monday to Friday between 8am to 7pm (no weekend work) and during daylight savings periods from 7am to 7pm.
Key responsibilities include:
Customer service:
Deliver exceptional service to customers through the effective management of inbound and outbound telephone calls.
Provide optimum levels of customer service by responding to enquiries professionally, listening and developing a rapport with the customer and taking all necessary action to solve customer problems within contracted and operational turnaround times.
Achievement of individual key performance indicators and contribute to overall team KPI's.
Ensure customers are given information relating to any Client's program to which they are entitled as administered by Allianz Global Assistance, Mobility Services.
Effective handling of complex customer issues or complaints as required. Escalation of complaint, where required, to the leadership team or designated customer complaints team.
As required, assist with the management of other Assistance inbound and outbound call queues or workloads as directed by the Home & Lifecare Leadership team.
Case Management:
Thorough and accurate logging of all call related data into appropriate IT system and creation of incidents in real time.
Complete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client.
Provide effective follow through and end to end case management to ensure the customer's enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete – including Network colleagues and Home & Lifecare Leadership team, as per operational guidelines.
Consult with Home & Lifecare leadership team and delegated senior staff where appropriate to ensure accurate handling of cases.
Provide regular feedback to Home & Lifecare Leadership team regarding call trends, issues or ideas for system, process or service improvements to contribute to an environment of continuous improvement.
As the successful candidate you will be able to show:
Experience having previously worked in healthcare, hospitals or aged care with be an advantage.
Positively represent the Home & Lifecare team and Allianz Global Assistance as required in both internal and external client and customer interactions.
Actively participate in ongoing personal development to increase understanding and knowledge of customers, clients and systems relevant to role specifications.
Active participation in performance discussions, coaching sessions and training sessions, demonstrating a commitment to achieving the requirements of the role, and to ongoing learning and development.
Maintain a professional and clean workstation ensuring accessibility to all relevant tools and information and considering shared desk policy.
Performance of specific shift duties as allocated per shift roster. This may involve assisting other teams or undertaking other duties as directed by the Home & Lifecare Leadership team.
Display an understanding and commitment to adherence of rosters and scheduling in support of business requirements.
Support team members through demonstrating punctuality, reliability and attendance.
Demonstrate a commitment to teamwork and fellow team members in contributing to a positive working environment. Treat all team members with care and respect and assist others as needed.
What we offer:
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.
Diversity and inclusion are core values at Allianz Partners Australia. We embrace individuals of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples. Our support extends to standing in solidarity with the LGBTIQA+ community, reaffirming our dedication to equality and inclusivity for all.
56700 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Join us. Let's care for tomorrow.
Job Level: Professional
Location: Brisbane, QLD, AU, 4000
Area of Expertise: Customer Services & Claims
Unit: Allianz Partners
Employing Entity: AWP Australia Pty Ltd
Job Type: Full-Time
Remote Job: Hybrid working
Employment Type: Permanent
ID: 56700
Position Cluster: Non-Executive
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