**Job Title:** Remote Contact Center Specialist
**Company:** Charles Schwab
**Location:** Canberra, Australian Capital Territory, AU
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 2
**Application Deadline:** ********
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**Job Description:**
Charles Schwab is seeking a dedicated and resilient Remote Contact Center Specialist to join our dynamic team in Canberra. This part-time role is ideal for individuals who are passionate about providing exceptional customer service and thrive in a fast-paced environment. The successful candidate will be responsible for addressing client inquiries and providing support to help our customers achieve their financial goals. Join us in our mission to champion clients' financial futures by aligning your work with a greater purpose.
**Key Responsibilities:**
- **Customer Support:** Handle incoming client inquiries and issues through multiple channels (phone, chat, and email) in a timely and professional manner.
- **Issue Resolution:** Analyze clients' concerns, determine the root cause of issues, and provide effective solutions while ensuring a positive client experience.
- **Product Knowledge:** Develop and maintain a deep understanding of our products and services to provide informed and accurate responses to client inquiries.
- **Client Engagement:** Build relationships with clients through active listening, empathizing with their situations, and offering appropriate financial solutions tailored to their needs.
- **Documentation and Reporting:** Accurately document client interactions and maintain comprehensive records; report on client interactions and suggest improvements to processes when necessary.
- **Team Collaboration:** Work effectively as part of a team to achieve departmental goals and collaborate with colleagues to share knowledge and skills.
- **Continuous Improvement:** Participate in training sessions and workshops to enhance product knowledge and customer service skills and stay updated on industry trends and advancements.
- **Performance Metrics:** Meet or exceed established performance metrics whilst maintaining quality of service and adherence to compliance guidelines.
**Requirements:**
- **Experience:** Minimum of 2 years of experience in a customer service or contact center role, preferably in the financial services industry.
- **Education:** A bachelor's degree or equivalent work experience is preferred.
- **Personality Traits:** Must be resilient and dedicated, demonstrating a strong work ethic and commitment to providing outstanding service.
- **Soft Skills:** Strong leadership capabilities alongside analytical skills – ability to assess situations and make informed decisions quickly.
- **Technical Proficiency:** Comfortable using various software applications and customer relationship management (CRM) tools; proficiency in Microsoft Office Suite is a plus.
- **Communication Skills:** Excellent verbal and written communication skills in English; ability to convey information clearly and effectively to clients.
- **Adaptability:** Ability to adapt to changing circumstances and handle high-pressure situations while maintaining professionalism.
**Benefits:**
- Medical coverage to support your health and well-being.
- Employee discounts for various services and products.
- Disability insurance to provide peace of mind in managing unforeseen circumstances.
- Opportunities for professional development aligned with your career goals and growth.
**Working Environment:**
At Charles Schwab, we align work with a greater purpose, contributing to a meaningful mission. Our remote contact center specialists play a pivotal role in delivering exceptional financial services while fostering an inclusive and positive work culture. We are committed to building a diverse and welcoming environment for all employees.
**Equal Opportunity Statement:**
Charles Schwab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. 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.
If you are ready to make a difference and join our mission at Charles Schwab, we encourage you to apply by the deadline of ******** . We look forward to welcoming a new member to our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
