Seeking a highly motivated and customer-focused Contact Centre Officer to join our team.
In this role, you will be responsible for handling member enquiries across phone, email, and chat by accurately identifying needs, providing timely and professional responses, and capturing feedback and data from each interaction.
Key Responsibilities:
* Provide exceptional service and support to members, ensuring their needs are met promptly and professionally.
* Apply strong problem-solving skills and knowledge of the industry to resolve complex issues and recommend appropriate solutions.
* Maintain accurate member records and ensure compliance with fund, AFSL, and regulatory obligations, including completion of ongoing training and education.
* Achieve set KPIs, SLAs, and performance targets while contributing to continuous improvement initiatives that drive a best-in-class member experience.
Required Skills and Qualifications:
* Proven ability to thrive in a high-volume, fast-paced environment, with previous contact centre experience highly regarded.
* Exceptional communication skills, both written and verbal, with the ability to engage confidently with members and external stakeholders.
* Strong customer service focus, with demonstrated experience in providing high-quality service and support in a contact centre or similar environment.
* Experience in superannuation or the financial services industry, with knowledge of relevant legislation and processes highly regarded.
* RG 146 compliant (or commitment to undertaking the study) desirable.
* Proven conflict resolution skills and the ability to manage difficult situations with professionalism, empathy, and a positive attitude.
Benefits:
* Opportunity to work in a dynamic and supportive team environment.
* Professional development and training opportunities to enhance your skills and knowledge.
* Chance to make a real difference in the lives of our members.