As the first point of contact for clients and visitors, the Customer Service Representative plays a crucial role in providing exceptional service and ensuring smooth operations. Your friendly demeanor, effective communication skills, and attention to detail will contribute to creating a positive and welcoming atmosphere for all stakeholders. This position provides administrative support to the broader Agency. You will support a client and results focused culture within the business, be responsive to client needs and deliver superior service to clients and others within the office team.
Primary Responsibilities
Customer Focus
· Consistently provide excellent customer service and develop relationships by listening, anticipating, and providing solutions within appropriate level of authority
· Greet and welcome clients, visitors, and employees in a professional and courteous manner
· Manage incoming calls, directing them to appropriate personnel or departments and taking accurate messages
· Maintain a neat and organized reception area, ensuring it reflects a professional image of the company
· Direct clients to the appropriate team member, based on their needs
· Maintain a high level of client satisfaction by promptly and effectively addressing general inquiries and concerns
· Appropriately escalate client enquiries and complaints within required organisational and regulatory timeframes
· Conduct Social-Media posting for the Agency in line with applicable company policies and guidelines
Policy, Process and Procedures
· Manage and maintain the appointment calendar for Insurance Agents, ensuring efficient use of their time
· Confirm appointments with clients, send reminders, and reschedule appointments when necessary
· Communicate effectively with colleagues to ensure smooth information flow and provide necessary support
· Collaborate with other administrative staff to streamline office operations and enhance the client experience
· Support internal office processes including mail distribution, word processing, messaging systems, stationery and other administration when time allows
· Complete daily banking, receipting, and filing
- Proactively use available tools and reports to minimize outstanding debtors, contact clients to follow-up outstanding payments, and escalate when necessary
· Help coordinate office maintenance ensuring a safe, clean, and comfortable office environment at all times
· Ensure compliance with all applicable insurance guidelines, regulations, company policies and operating procedures
· Continuously strive to help the Agency achieve high levels of regulatory compliance resulting in satisfactory Quality Assurance reviews
General Duties and Responsibilities
Compliance with:
· Code of Conduct, values, policies and procedures, directives, and communications
· All Occupational Health and Safety regulations within the workplace including reporting hazards, incidents and near misses; taking care of your own health and safety and the health and safety of others
· Participation in quality improvement activities across the organisation
· Fire and emergency policy and procedures
· Direction about any work-related spend within delegated authority
· All client contact recorded in Salesforce
· Annual Continuing Professional Development (CPD) requirements
Qualifications and Experience
Police/ASIC clearance (or ability to obtain)
Preferred
Previous experience in a client facing or administrative role
ANZIIF Foundation Certificate in Insurance
Competencies and Skills
· Proficient in all Microsoft Office Products and with a high level of general computer skills
· Flexibility, a can-do attitude, and willingness to learn
· Excellent attention to detail and organisational skills
· Excellent customer service skills
· Excellent phone etiquette with clear speech, active listening, and the ability to handle calls professionally