- Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
- The provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
- Investigation and ownership of complex member queries
- Demonstrating subject matter expertise on funds/processes/procedure
- Achievement of all Key Performance Indicators (KPIs)
- Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
- Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
- Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
- Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
- Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions
- Demonstrating drive and motivation by keeping abreast of current industry related information and changes
- Displaying a proactive approach to independent learning
- Actively contributing towards continuous process improvement
- Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
- Adhering to all legislative requirements required for the role
- Complying with Link Group Privacy a policy and procedures
- Strong customer service skills with a member experience focus
- Excellent written and verbal communication skills, and a pleasant phone manner
- Strong ability to interpret complex subject matter and to translate information to the end user
- Established history of consistently delivering results and achieving set targets
- Proven track record of reliability and punctuality in a structured environment
- Proven ability to solve complex problems and deliver innovative solutions
- Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
- Ability to work under pressure and maintain set target levels
- Openness to feedback and willingness to develop professionally
- Proven ability to solve complex problems and deliver innovative solutions
- Previous experience in working in a collaborative and professional team environment
- Intermediate computer literacy and keyboard skills (MS Office suite) , and excellent attention to detail and accuracy
- Ability to work across digital media platforms and provide front line technical support
- A desire to work in, and develop a career within the superannuation industry
- Experience in Contact Centre or Financial Services
- ASFA qualification or equivalent
- RG146 qualification
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Customer Service Officer - Perth, Australia - Link Group
Description
Overview
As a Customer Service Officer (CSO) you will be the first point of contact (members, employers and financial planners) via phone (inbound/outbound), click-to-chat, and email for a range of enquiries.
Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses.
Key Accountabilities and Main Responsibilities
Experience & Personal Attributes
Desirable