Senior Customer Service Representative
Location: Wollongong
This is an exciting prospect to provide accurate information to customers in a helpful manner and in accordance with the governing legislation and policies.
Customer Service
* Grasp, retain and package key information to the member so that the outcome is positive
* Communicate effectively via the telephone, e‐mail and member interviews
* Provide answers to enquiries upon the first contact
* Accept accountability for member concerns and follow through until resolution
* Ensure Team Leaders are informed of any issues that may adversely affect Mercer's performance level agreement
* Contribute to the overall effectiveness and efficiency of the team. Where appropriate, assist in other areas
Fund Knowledge
* Ability to comprehend information such as extensive scheme knowledge and able to apply this to a member's situation using broader understanding
* Provide factual information to members' enquiries and ensure those members with enquiries that cannot be resolved upon the first contact are kept informed of the progress until the enquiry is resolved
* Where appropriate explain the role and function of Call Centre to fund members, to facilitate the communication of information
Relationship Management
* Build rapport with members and offer empathetic assistance
* Resilient by nature, have a reliable method of coping with possible confrontations and rebuttals
* Mental agility so that planned approaches can be made extremely quickly, while also giving the impression of calmness
* Work collaboratively and in a team workplace
Skills Required
Detailed technical knowledge and understanding of superannuation fund administration, relevant legislation and the superannuation schemes administered by Apex Superannuation Ad
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