Join Allianz Partners as a Customer Service Assistant to join our Road Side Assistance Call Centre TeamReporting to the Team Leader, the role delivers exceptional service to all customers through the effective management of inbound and outbound telephone calls.
Customer Service Assistants will be required to assess the caller's needs and determine the most appropriate course of action or referral.Key responsibilities/What you do:Results orientation:Seeks additional data to support decision-making processClarifies what is expectedAsks for guidance when faced with complex issues they are unable to resolve independentlyCustomer Focus:Responds to identified customer needsHandles customer requests in an appropriate timeframeKnows general KPIs used to measure customer satisfactionFostering relationships:Provides help to colleagues as requiredShares information and ideas with others when askedCommunicates appropriately and professionally.Case Management/Data Entry:Thorough and accurate logging of all call related data into CRM computer system and creation of incidents in real timeComplete task note activity and incident data entry during each call to ensure reporting of cases is accurate and provides the business with required information on incidents per client.Provide effective follow through and end to end case management to ensure the customer's enquiry is resolved effectively and in a timely manner.
Where necessary, handover of cases to relevant specialists to complete - including Network and Implementations and Assistance Leadership team, as per operational guidelines.Professional Approach:Positively represent the Assistance team and Allianz Worldwide Partners as required in both internal and external client and customer interactionsCustomer Service Focus:Deliver exceptional service to customers through the effective management of inbound and outbound telephone callsPromote customer retention and satisfaction by identifying and understanding the customer's needs to provide appropriate and timely resolution to their enquiryTeam Work:Display an understanding and commitment to adherence of rosters and scheduling in support of business requirementsSupport team members through demonstrating punctuality, reliability and attendance.Key result areas:Receiving and screening of telephone calls for issues varying from general enquiries to critical incidentsProviding relevant information and referrals as deemed fit.Profile Key Requirements:Education/Qualification:Completion of Year 12 secondary educationRelated industry certification (Certificate III/IV Telecommunications)Commitment to personal development and ongoing learningSoftware Skills:Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type.Skills:Ability to problem solve and utilising lateral thinking.Communication:Excellent interpersonal and communication skills to effectively manage all cases received over the telephone.Risk and Compliance:Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.69667 Customer Services & Claims Professional Non-Executive Allianz Partners Full-Time Permanent