"Kickstart Your Career with the Country's Largest Automotive Financier – Perm role- Hybrid Work"
At Hays Enterprise Solutions, our mission is to help organisations thrive by supporting their workforce needs. We partner with over thirty large organisations across Australia and New Zealand providing tailored solutions to ensure our clients have unrivalled access to top talent and unique market insights to build their evolving workforces.
About the role
About the role
Our Customer Operations Team is expanding
Starting on 27 January with a competitive salary, as a Customer Operations Representative, you'll be servicing the needs of our customers across a variety of brands at our Caribbean Park office in Scoresby.
It's a fast- paced and highly supportive customer centric environment which places a big focus on your ongoing development and career pathway. Our contact centre is open from 8:30am to 7pm Monday to Friday so you will need to be available during those times (we are closed on the weekends and national public holidays).
We offer a hybrid way of working where we enjoy 2-3 days per week in the office to catch up with our team and also for other reasons where it makes sense to be face-to-face such as for training and other special occasions.
What will your journey look like?
To set you up for success in your career with us, you will start in the classroom for 2 weeks, where you will learn all you need to know about our products, processes and systems.. Then you will spend a week transitioning to your team in a mentoring hub followed by 4–6 weeks of coaching and support to help you embed your new knowledge and skills before you take over the reins.
Once you have achieved the role expectations which is generally at the 6mth mark you will then have the opportunity to be upskilled in our insurance or retention activities where you will be rewarded with a salary increase. After performing in the role for a minimum of 12 months we can then help you build a development plan that can assist you in identifying and preparing for other roles.
What can you expect?
On average you will take up to 50-60 calls/emails per day. As with all contact centre roles there are key metrics to achieve which include average handling time, quality assurance, roster adherence and post call customer surveys.
We are proud of the supportive environment we have created which includes a minimum of two coaching sessions per month, a monthly catch up with your manager to discuss your development plan as well as team meetings and huddles.
You will:
* Engage with customers to provide solutions to their car loan & insurance queries
* Assist our customers to meet their vehicle finance needs
* Provide excellent customer service at all times
* Contribute to the success of our business through making recommendations for improvement and taking ownership of your own results
* Meet the high standards expected within our culture and customer expectations such as call handling times and call quality
Your attributes – If you don't meet 100% of the criteria to apply, we'd still love to hear from you. We celebrate individual differences because we know that when we bring more diverse minds together, we create better solutions.
* Proven experience in delivering a superior level of customer service including managing difficult customer conversations in a positive and professional manner
* Strong active listening, problem solving and rapport building skills
* Ability to understand and meet customer needs
* Remain professional and motivated whilst working under pressure
* The ability to work both autonomously and as part of a team
* Excellent written and professional verbal communication skills
* Be self-motivated and have an aptitude to learn and develop oneself
* Demonstrated experience using Microsoft Office packages
* Ability to work across multiple technology platforms, monitors and multi-skill whilst on calls
* Experience working within a KPI/metric environment
* Experience working in a call centre environment is an advantage although we have the resources and training to support entry level candidates from other industry sectors (e.g. retail, hospitality)