Customer Support Specialist

In this newly created role you will be responsible for supporting the customer service centres for our client located in Chatswood.
  
In this role you will work closely with the call centres providing support and act as an escalation/handoff point for customer issues. You will also investigate, resolve and respond to customer complaints from various channels such as industry ombudsman, internal organisational paths and other regulatory organisations. 
  
No two days are the same in the office. Being a  small team doing big things.  Your role has a lot of variety, and you thrive on juggling multiple things at any one time.  You can self-mange your workload and are able prioritise what needs to be done to maximise your impact.  You are pragmatic, and respect we are part of a big eco-system with a range of partners who each have their own way of doing things.  
  
In return for your passion, our client offer the empowerment and flexibility that comes with working in a small office supported by a large international team.  You will have the scope to fine tune your craft without the red tape you will typically encounter in a large corporate and have the opportunity to develop unique skills and insights that come from being deeply embedded within a growing business with innovation at its core.

What you’ll be doing
   

• Work with our customers to achieve a balanced resolution to their complaints and enquiries.
• Act as an SME to our call centre agents and share knowledge to build capability across our customer service environments.
• Participate in the identification, design and implementation of process improvement initiatives across the organisation.
• Process range of back-office tasks to update / manage customers’ accounts.
• Monitor open tickets with our service partners, ensure resolution within SLA. Where required you will take action to expedite resolution of the ticket.
• Answer and respond to contacts from customers regarding product offerings
• Deliver outstanding customer service across all interactions

  About you – skills, experience & behaviours

• Minimum of 3 years experience customer service role
• Resolving complaints or customer issues

  
Skills

• Advanced communication & negotiation skills. Able to influence customers and stakeholders from diverse range of functional backgrounds.  
• Customer focused and ability to build strong relationships with our customers  
• A critical thinker and able to provide tailored resolutions to our customers  
• Forward thinking – develop medium and long term vision.  
• Ability to work under pressure and manage multiple priorities  
• Able to think and act strategically / tactically / operationally.  
• Analytical, attention to detail.

Behaviours

• Pragmatic, focus on what matters.  
• Friendly and assertive  
• Collaborative, team orientated.  
• Motivated and manages self  
• Seeks help when needed, helps when sees the need.  
• Resilient  
• Flexible

We look forward to seeing your application! Please include a cover letter with your application.