Onsite training is provided at our Melbourne office for the first 8 weeks of the role. After training, the role transitions to hybrid working.
About the Role
This is a unique prospect to join Hollard during an exciting growth phase, expanding our contact centre operations for one of our existing partners. The role is based in Melbourne.
Responsibilities
* Respond to inbound customer enquiries for new and existing general insurance products, providing accurate information and efficient resolution.
* Identify and convert sales opportunities, including current business, policy upgrades and cross‐sell opportunities.
* Handle customer interactions with empathy and professionalism, including those experiencing vulnerability or financial hardship.
* Manage complaints in accordance with Hollard's process and the General Insurance Code of Practice.
* Accurately capture and maintain customer and policy records across our systems.
* Achieve individual KPIs across sales conversion, call quality, customer satisfaction and productivity.
Qualifications
* Previous experience in retail, hospitality or contact centre customer service roles.
* Strong focus on delivering superior customer service.
* Proven capability to interact over the telephone in a clear and professional manner.
* Solid attention to detail and ability to navigate multiple systems simultaneously.
* A genuine commitment to doing the right thing by the customer.
Work Environment
Hollard promotes flexible work arrangements, including remote work and non‐traditional work patterns. We are committed to creating an inclusive workplace that values diversity, including disability, ethnicity, faith, Aboriginal and Torres Strait Islander peoples, gender diversity, sexual orientation, age and neurodiversity.
Important Information
A full background check will be completed on the successful applicant. Hollard conducts police and bankruptcy checks on all recent employees.
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