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SalaryIf you are enthusiastic about providing exceptional client service and looking for an opportunity to join a great culture, this is the company for you! As a Client Solutions Consultant, you will play a crucial role in ensuring our clients receive the best service and support. You will be the primary point of contact for client enquiries, providing assistance, resolving issues, and maintaining positive client relationships.
Our team is ranked one of the top customer service teams in Australia and we're on the look out for the next superstar to join the team. We have a monthly recognition program, various learning and development opportunities and a competitive salary. We're located in Sydney CBD in an amazing office, with regular lunch offerings, team days, table tennis tournaments and company events.
Job Description
Key Accountabilities
- Customer service - Responding to inbound calls from clients and address their needs, complaints, or other issues with products as required.
- Problem solving - Have quality customer discussions to uncover the core reason the customer is looking to discharge their policy, with outcomes structured around to add value and benefit while retaining the customer relationship.
- Negotiation - Utilise proactive persuasive/retention skills to turn requests for disconnection into saves or opportunities.
- Negotiation - Utilize proactive persuasive, questioning and retention skills to turn requests for disconnection into saves or opportunities.
- Communication - Engaging in active listening with customers, confirming or clarifying information and dealing with difficult phone calls, as required.
- Stakeholder management - Building lasting relationships with clients and other call centre team members based on trust and reliability.
- Continuous Improvement - Taking part in training and other learning opportunities to expand knowledge of company and position.
- Delivery focus - Understanding and striving to meet or exceed all metrics and KPIs while providing excellent consistent customer service.
- Culture Champion - Like all NobleOak roles, this role must be a strong ambassador and champion of the NobleOak high-performance culture and brand values. Always displaying positivity, energy and integrity, taking responsibility for actions and building on a positive and engaging diverse team dynamic. Our values and culture are outlined on the back page is this document.
Capabilities
- Strong focus and commitment to providing quality customer service over the phone.
- Strong communication and interpersonal skills characterised by patience, clarity and empathy at a personal, written and telephone level.
- Ability to use tact, diplomacy and negotiating skills when handling difficult customers to achieve a positive outcome.
- Ability to develop and maintain positive working relationships with internal stakeholders.
- Organisation and time management skills to establish priorities and meet deadlines.
- Ability to work in a fast-paced environment with changing and sometimes conflicting priorities.
- Self-motivated with the ability to maintain productive and efficient output levels at all times.
- Good listening skills and the ability to work under pressure.
- Strong attention to detail.
- Demonstrated experience in a busy customer focused environment.
- Demonstrated experience in front office call centres, administrative or customer service role.
