Senior Customer Service Officer
The successful candidate will play a crucial role in preserving and growing the membership base by building strong interpersonal relationships with members and employers, improving awareness of membership benefits, and directing members to the most appropriate division of the business to meet their needs.
- Super experience essential
- Monday - Friday
- 8:30am - 7pm rotating roster
- Melbourne CBD Location
- January 2025 start!!
What you'll do:
As a Member Service Consultant, your primary responsibility will be handling inbound and outbound member and employer enquiries to deliver a 'members first' service experience. You will play a vital role in preserving and growing the membership base by creating and building strong interpersonal relationships with our members and employers.Your ability to identify member needs, undertake problem-solving, provide accurate information, assess advice service requirements, and respond professionally to enquiries will be key to your success in this role.
- Deliver a 'member's first' experience through effective handling of member enquiries
- Promote customer retention and satisfaction by identifying and understanding member needs
- Provide factual, accurate and consistent information to customer enquiries
- Assess whether an advice service is required, and refer member to either a Superannuation Adviser or a Financial Planner as appropriate
- Provide optimum levels of service by responding to enquiries professionally, listening and developing a rapport with the customer
- Escalate complaints where required to the leadership team
What you bring:
The ideal candidate for the Member Service Consultant role brings significant experience in a customer service or contact centre environment. Your excellent customer service skills, combined with your capacity to work collaboratively within a team environment, will enable you to excel in this role.Your problem-solving abilities, analytical skills, flexibility, adaptability, and ability to self-manage your performance are essential for this position.
- MUST have Superannuation experience
- RG146 qualification preferred
- Capacity to work collaboratively and in a team environment
- Problem-solving and analytical skills
- Ability to be flexible and adaptable to change
- Ability to self-manage performance
What sets this company apart:
Our client is committed to delivering a 'Members First' service experience via their Service Centre. They manage all superannuation and insurance member administrative services while driving a culture of continuous improvement. They strive for great outcomes for members and clients while continually improving how this happens.Their dedication towards their members sets them apart from other companies.
Aboriginal and Torres Strait Islander Peoples are encouraged to apply.To apply, please click "Apply" or contact Ali Alpe on +61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion.