The Customer Care team is responsible for answering questions both over the phone about existing and new policies, typically relating to premium payments, insurance quotes, cancellations, as well as queries relating to maintenance of policy details.
The Customer Care team helps to educate the customer and advisers on general policy information as well as be the first point of contact for all general enquiries, within the agreed turnaround times and in accordance with the business operating protocols.
Ensure that all KPI's, including productivity and internal quality measures are met.
To work from the perspective of the customer/client.
Focus on customer needs; work to engage the customer; build and sustain productive customer relationships and loyalty.
Consistently display behaviours that encourage productive working relationships and a strong performance culture.
To productively work, support and maintain effectiveness of self and others whilst working in an ever-changing business environment.
This may also involve working independently to keep up to date with Legislative and compliance issues.
To undertake training to meet & maintain business, industry and legislative minimum standards appropriate for the role.
Pro-active development of skills to perform current duties competently and for future career progression.
Active participation in performance feedback and career development.
Ensuring that all customers' requests are actioned withinlevels and within agreed quality and efficiency benchmarks Improving the Customer Experience Survey Score through the professional handling of customer and adviser telephone enquiries and product administration Actively participating in team meetings and the Performance, Feedback and Review Process, including initiating and driving development plans''Performs other responsibilities and duties periodically assigned by Leader to meet reasonable operational and/or other requirements"The Customer Care team is responsible for answering questions both over the phone about existing and new policies, typically relating to premium payments, insurance quotes, cancellations, as well as queries relating to maintenance of policy details.
The Customer Care team helps to educate the customer and advisers on general policy information as well as be the first point of contact for all general enquiries, within the agreed turnaround times and in accordance with the business operating protocols.
Ensure that all KPI's, including productivity and internal quality measures are met.
To work from the perspective of the customer/client.
Focus on customer needs; work to engage the customer; build and sustain productive customer relationships and loyalty.
Consistently display behaviours that encourage productive working relationships and a strong performance culture.
To productively work, support and maintain effectiveness of self and others whilst working in an ever-changing business environment.
This may also involve working independently to keep up to date with Legislative and compliance issues.
To undertake training to meet & maintain business, industry and legislative minimum standards appropriate for the role.
Pro-active development of skills to perform current duties competently and for future career progression.
Active participation in performance feedback and career development.
Ensuring that all customers' requests are actioned within service levels and within agreed quality and efficiency benchmarks Improving the Customer Experience Survey Score through the professional handling of customer and adviser telephone enquiries and product administration Actively participating in team meetings and the Performance, Feedback and Review Process, including initiating and driving development plans''Performs other responsibilities and duties periodically assigned by Leader to meet reasonable operational and/or other requirements"Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the 'Apply' button.
No emailed applications accepted.
For general enquiries only, contact: You must provide all requested information, including Personal Data, to be considered for this career opportunity.
Failure to provide such information may influence the processing and outcome of your application.
You are responsible for ensuring that the information you submit is accurate and up-to-date.
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Melbourne, Melbourne, Victoria,, Melbourne #J-18808-Ljbffr
