Overview As a Customer Service Officer (CSO) you will be the first point of contact (members, employers and financial planners) via phone (inbound/outbound), click-to-chat, and email for a range of enquiries.
Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses.
Key Accountabilities and Main Responsibilities Delivering an outstanding member experience though excellent customer service on inbound and outbound callsThe provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolutionInvestigation and ownership of complex member queriesDemonstrating subject matter expertise on funds/processes/procedureAchievement of all Key Performance Indicators (KPIs)Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goalsWorking with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projectsSupporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link GroupDemonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functionsDemonstrating drive and motivation by keeping abreast of current industry related information and changesDisplaying a proactive approach to independent learningActively contributing towards continuous process improvementLiving the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respectAdhering to all legislative requirements required for the roleComplying with Link Group Privacy a policy and procedures Experience & Personal Attributes Strong customer service skills with a member experience focusExcellent written and verbal communication skills, and a pleasant phone mannerStrong ability to interpret complex subject matter and to translate information to the end userEstablished history of consistently delivering results and achieving set targetsProven track record of reliability and punctuality in a structured environmentProven ability to solve complex problems and deliver innovative solutionsDemonstrated ability to display empathy and resilience when handling difficult or sensitive callsAbility to work under pressure and maintain set target levelsOpenness to feedback and willingness to develop professionallyProven ability to solve complex problems and deliver innovative solutionsPrevious experience in working in a collaborative and professional team environmentIntermediate computer literacy and keyboard skills (MS Office suite) , and excellent attention to detail and accuracyAbility to work across digital media platforms and provide front line technical supportA desire to work in, and develop a career within the superannuation industry Desirable
Experience in Contact Centre or Financial ServicesASFA qualification or equivalentRG146 qualification
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