Come and Join Allianz Partners within their Roadside Assistance Team as Customer Service Assistant!
Job Details / Role Purpose:
Reporting to the Team Leader, the role delivers 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.
Key responsibilities/What you do:
The key responsibilities include:
Results orientation:
•Seeks additional data to support decision-making process
•Clarifies what is expected
•Asks for guidance when faced with complex issues they are unable to resolve independently
Customer Focus:
•Responds to identified customer needs
•Handles customer requests in an appropriate timeframe
•Knows general KPIs used to measure customer satisfaction
Fostering relationships:
•Provides help to colleagues as required
•Shares information and ideas with others when asked
•Communicates appropriately and professionally.
Case Management/Data Entry:
•Thorough and accurate logging of all call related data into CRM computer system and creation of incidents in real time
•Complete 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 client.
•Provide effective follow through and end to end case management 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 and Implementations and Assistance Leadership team, as per operational guidelines.
Professional Approach:
•Positively represent the Assistance team and Allianz Worldwide Partners as required in both internal and external client and customer interactions
Customer Service Focus:
•Deliver exceptional service to customers through the effective management of inbound and outbound telephone calls
•Promote customer retention and satisfaction by identifying and understanding the customer’s needs to provide appropriate and timely resolution to their enquiry
Team Work:
•Display an understanding and commitment to adherence of rosters and scheduling in support of business requirements
•Support team members through demonstrating punctuality, reliability and attendance.
Key result areas
•Receiving and screening of telephone calls for issues varying from general enquiries to critical incidents
•Providing relevant information and referrals as deemed fit.
Profile Key Requirements
Education/Qualification:
•Completion of Year 12 secondary education
•Related industry certification (Certificate III/IV Telecommunications)
•Commitment to personal development and ongoing learning
Software Skills:
•Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type.
Skills: •Ability to problem solve and utilising lateral thinking.
Communication :•Excellent interpersonal and communication skills to effectively manage all cases received over the telephone.
Risk and Compliance:
•Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.
69900 | Customer Services & Claims | Professional | PG04 | Allianz Partners | Full-Time | Permanent
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