Service Contact Centre Consultant

• Modern work environment
• Fitness passport available
• Staff discount on health insurance

About the role

As a Service Contact Centre Consultant, you will play a key role in delivering exceptional customer service and support to our clients. Your primary responsibility will be to engage with customers through various communication channels, including phone calls, emails, and chat, to address their inquiries, resolve issues, and ensure a positive customer experience.

Key Responsibilities:

• Customer Interaction: Interact with customers professionally and empathetically to understand their needs, answer inquiries, and provide solutions. Demonstrate excellent communication skills to ensure a positive and memorable customer experience.
• Problem Resolution: Effectively identify and resolve customer issues, ensuring prompt and accurate solutions. Collaborate with other teams and departments to address complex problems and escalate issues when necessary.
• Product Knowledge: Develop and maintain a comprehensive understanding of the products and services offered by the company. Stay updated on changes and updates to provide accurate information to customers.
• Cross-functional Collaboration: Collaborate with other departments, including sales, technical support, and product development, to facilitate seamless communication and resolution of customer concerns.
• Continuous Improvement: Actively contribute to process improvement initiatives by providing feedback on existing processes and suggesting enhancements. Stay informed about industry trends and customer expectations to adapt and improve service delivery.
• Adaptability: Thrive in a dynamic work environment with the ability to handle a high volume of customer interactions while maintaining composure and professionalism. Adapt to changes in procedures, policies, and technology.

Skills & experience

• Passion to exceed our members expectations
• Exceptional customer service and communication skills
• Highly organized and detail oriented
• Demonstrate empathy and show initiative
• Competent in Microsoft Office applications, with capability and willingness to learn new systems
• Banking or insurance industry experience desirable

Values & benefits

• 6 month paid parental leave
• 5 weeks annual leave + 17.5% leave loading
• Staff discount on health insurance
• Modern office environment
• Fitness passport available

 About us

Westfund is changing the way Australians see private health insurance. We helped to found the industry way back in 1953 and have since grown to become one of the leading not-for-profit private health insurers in the country. Today, we have over 200 employees and locations across NSW and Queensland. We are one of the fastest-growing health insurers in the country, with over 110,000 people trusting us to manage their health.

We’ve got big ideas for the future and are looking for talented and driven people that can help us achieve them.

We’d love to hear from you!

If you are interested, please apply for the position by Friday 2nd February 2024, or call Jennifer Whichelo, Recruitment Lead on (02) 6354 1*** for a confidential discussion.