Customer Service Assistant, Easy Living, - BrisbaneDelivery of exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer Service Assistants will be required to assess the caller’s needs and determine the most appropriate course of action or referral.Full time rostered shift working hours Monday to Friday between 8am to 7pm (no weekend work) and during daylight savings periods from 7am to 7pDelivery of exceptional service to all customers through the effective management of inbound and outbound telephone calls. Customer Service Assistants will be required to assess the caller’s needs and determine the most appropriate course of action or referral.Internal relationships:Team LeadersPlatform Manager, Easy Living OperationsHead Of Operations, Home and Easy livingStrategic Account ManagersCustomer Service AssistantsAll Allianz Partners StaffExternal relationships:Network ProvidersService ProvidersEnd users of servicesThird Party Specialist ProvidersAllianz Partners Client Company PersonnWhat you will be doing?Deliver exceptional service to customers through the effective management of inbound and outbound telephone callsPromote customer retention and satisfaction by identifying and understanding the customer’s needs to provide appropriate and timely resolution to their enquiryProvision of accurate and consistent information on products and services as per procedures and protocols set down by Allianz Partners and our client companiesProvide optimum levels of customer service by responding to enquiries professionally, listening and developing a rapport with the customer and taking all necessary action to solve customer problems within contracted and operational turnaround timesAchievement of individual key performance indicators and contribute to overall team KPI’sEnsure customers are given information relating to any Client’s program to which they are entitled as administered by Allianz Partners, Mobility Services.Effective handling of complex customer issues or complaints as required. Escalation of complaint, where required, to the leadership team or designated customer complaints teamCheck the eligibility of Customers’ entitlements as required, to deliver the necessary servicesDisplay support of business initiatives in contributing to an environment of continuous improvementAs required, assist with the management of other Assistance inbound and outbound call queues or workloads as directed by the Home & Easy living Leadership teamCustomerManagement:Thorough and accurate logging of all call related data into appropriate IT system and creation of incidents in real timeComplete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per clientProvide effective follow through and end to end customermanagement to ensure the customer’s enquiry is resolved effectively and in a timely manner. Where necessary, handover of cases to relevant specialists to complete – including Network colleagues and Home & Lifecare Leadership team, as per operational guidelinesConsult with Home & Easy Living leadership team and delegated senior staff where appropriate to ensure accurate handling of tasks.Provide regular feedback to Home & Easy Living Leadership team regarding call trends, issues or ideas for system, process or service improvements to contribute to an environment of continuous improvementWhat you will have:Positively represent the Home & Easy Living team and Allianz Partners as required in both internal and external client and customer interactionsActively participate in ongoing personal development to increase understanding and knowledge of customers, clients and systems relevant to role specificationsActive participation in performance discussions, coaching sessions and training sessions, demonstrating a commitment to achieving the requirements of the role, and to ongoing learning and developmentMaintain a professional and clean workstation ensuring accessibility to all relevant tools and information and considering shared desk policyPerformance of specific shift duties as allocated per shift roster. This may involve assisting other teams or undertaking other duties as directed by the Home & Easy Living Leadership teamMaintain expected standards of dress and behavior in the Assistance Division within the guidelines of the relevant HR policies and company expectationsDisplay an understanding and commitment to adherence of rosters and scheduling in support of business requirementsSupport team members through demonstrating punctuality, reliability and attendanceDemonstrate a commitment to teamwork and fellow team members in contributing to a positive working environment. Treat all team members with care and respect and assist others as neededEncourage and support new team membeProvide feedback and suggestions to Home & Easy Living leadership team in a productive and constructive mannerContribute to overall performance of the team by achieving individual key performance indicators and objectivesWhere necessary provide training, coaching and support to other team members74513 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | PermanentAllianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.Great to have you on board. Let's care for tomorrow.
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