**Job Title:** Customer Success Representative
**Company:** Auto-Owners Insurance
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 4
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**Job Description:**
Auto-Owners Insurance, a leading provider of insurance products, is seeking a dedicated and results-oriented Customer Success Representative to join our dynamic team in Brisbane. This part-time position is ideal for individuals who are passionate about providing exceptional customer service and who thrive in a fast-paced environment. As a key member of our team, you will be responsible for ensuring customer satisfaction, managing client relationships, and promoting our range of insurance services.
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**Key Responsibilities:**
- **Customer Relationship Management:** Develop and maintain strong relationships with clients, addressing their needs and ensuring their satisfaction with our products and services.
- **Communication:** Serve as the primary point of contact for customer inquiries via phone, email, and chat. Provide timely and accurate information, ensuring customers understand their policy details, billing inquiries, and claims status.
- **Problem Resolution:** Proactively identify and resolve customer issues with a focus on empathy and understanding. Take ownership of customer concerns and ensure they are handled efficiently.
- **Cross-Selling and Upselling:** Leverage your persuasive skills to identify opportunities for upselling and cross-selling additional insurance services that meet client needs. Educate customers on new products and benefits to enhance their experience.
- **Feedback Collection:** Gather customer feedback and relay insights to the management team to improve service delivery and customer satisfaction.
- **Documentation and Reporting:** Maintain accurate records of customer interactions and transactions. Prepare periodic reports on customer feedback, sales performance, and service metrics for review.
- **Team Collaboration:** Collaborate with other departments including sales, claims, and underwriting to enhance customer experiences. Share insights and knowledge to contribute to a cohesive team environment.
- **Training and Development:** Continuously develop your knowledge of industry trends, products, and best practices. Participate in training and workshops to enhance your skills and effectiveness as a customer success representative.
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**Requirements:**
- **Experience:** A minimum of 4 years of experience in customer service or a related field, preferably within the insurance industry.
- **Educational Background:** A relevant qualification in business, finance, insurance, or a related field is preferred, though significant hands-on experience may be considered in lieu of formal education.
- **Personality Traits:**
- Hardworking: A strong work ethic with a commitment to exceeding customer expectations.
- Reliable: A dependable team player who can be counted on to complete tasks accurately and in a timely manner.
- **Soft Skills:**
- Time Management: Ability to manage multiple tasks efficiently and prioritize workload to meet deadlines.
- Persuasion: Strong influencing skills to encourage customers to explore additional products and services.
- **Technical Skills:** Proficiency in using customer relationship management (CRM) software, Microsoft Office Suite, and other tools for effective communication and documentation.
- **Communication Skills:** Excellent verbal and written communication skills. Ability to convey complex concepts in clear and accessible terms.
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**Benefits:**
- Paid overtime
- Free accommodation
- Paid sick leave
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**Working Environment:**
At Auto-Owners Insurance, we embrace diversity and create an inclusive culture that values and respects all perspectives. We welcome applicants from diverse backgrounds and encourage everyone to apply. Our commitment to inclusivity ensures a work environment where everyone feels valued, heard, and empowered.
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**Application Deadline:** Please submit your application by **October 17, 2024**.
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**Equal Opportunity Statement:**
Auto-Owners Insurance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Join us in making a difference! Apply today to be part of our Customer Success team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
