As a key figure in our customer service team, you will play a vital role in delivering exceptional customer experience.
This is a challenging position that requires active listening skills, empathy, and the ability to remain calm under pressure.
You will be the first point of contact for inbound customer calls and provide professional assistance to customers, ensuring high-quality service delivery through written correspondence and building strong relationships with advisers and investors.
The ideal candidate will have previous experience in customer service or a similar fast-paced environment, supporting complex solutions or products.
Demonstrated passion for delivering exceptional customer service, driven to achieve set targets and KPIs with the highest standards of performance is essential.
We encourage applications from people of all backgrounds to enable us to bring diverse perspectives to our thinking and conversation.
Job Responsibilities:
* Responding to incoming calls, emails, and messages, providing efficient and professional assistance to customers.
* Identifying customer requirements and recording information accurately in computer systems.
* Resolving queries and escalations within agreed timeframes, adhering to escalation procedures at all times.
* Making outbound calls to investors and advisers, fostering direct communication and strong relationships.
* Monitoring and addressing queries in client mailboxes and workflow systems promptly.
* Liaising with advisors and investors to fulfil service and processing requests within SLA commitments.
* Developing a thorough understanding of our offerings and services to ensure accurate and insightful assistance.
Requirements:
* Communicates professionally and proactively, understanding issues from the customer's perspective, with excellent interpersonal skills.
* Previous experience in a customer service or contact centre role is required.
* Strong background in customer service, sales, or retail, ideally within the financial services industry or a similarly fast-paced customer environment, supporting complex solutions or products.
* Genuinely passionate about delivering exceptional customer service, driven to achieve set targets and KPIs with the highest standards of performance.
* Demonstrates exceptional empathy, resilience, and the ability to remain calm under pressure.
* Strong active listening skills with a willingness to provide support and assistance to clients in distress.
* Proficient in Microsoft Office Suite, ensuring efficiency in daily operations.
Benefits:
* Flexibility: Hybrid Work Model
* Your Future: Income Protection Insurance & Salary Continuance
* Work/Life Balance: Flex Time Off
* Your Wellbeing: Private Health Insurance discount, Primary & Secondary Paid Parental leave, Death & TPD Insurance
* Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
* Training: Hands-On, Team-Customised, including SS&C University