Customer Service & Retention Consultant

Job Description

Add expected salary to your profile for insights. If shortlisted, you will be invited to complete an online test. After successful completion, you may be contacted for a phone interview. Candidates who progress further will be invited to attend an assessment centre on 26th February 2025. Please note: The position is set to begin on 17th March 2025. The role As a Customer Service & Retention Consultant, you will handle phone interactions with our existing customers, ensuring they receive the highest quality of service throughout their customer journey. A key focus of this role involves focusing on customer retention , where your negotiation skills and resilience will be essential. You'll be expected to proactively address and manage customer concerns, with an emphasis on retaining their loyalty even in challenging situations. In addition to customer retention, you will be responsible for complaints management . You will address customer complaints with empathy and efficiency, turning potentially negative experiences into positive outcomes. Supporting customers experiencing vulnerability will also be a significant part of your role. You will need to provide sensitive and effective support, ensuring that all customers feel heard and valued. You will play a crucial role in actively promoting our brand by delivering outstanding service. This position offers an opportunity to refine your communication and problem-solving skills while making a meaningful difference to our customers each day. Key Responsibilities: Deliver excellent customer service and manage customer concerns. Address and resolve complaints with empathy and efficiency. Support customers in vulnerable situations with care and understanding. Promote our brand through outstanding service. What we’re offering: Permanent Full-Time role. Monday-Friday rotating rosters between 7:00 am – 6:00 pm (You’ll be available to work a rotating roster between Monday-Saturday and work up to one Saturday every 3 or 4 weeks). What you’ll bring to the team: Your best self and a can-do attitude as we work towards key performance indicators. Providing exceptional experience by building rapport with customers. Great attention to detail and accuracy. Managing your time and working well under pressure. Building strong relationships with teammates. What we’re looking for: Demonstrated success in a customer service environment. Clear ability to learn and implement procedures. Ability to work in a diverse team environment. Capability to multitask and prioritise workload in a fast-paced environment. Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks. Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff. Grow with us - we’ve got learning and professional development opportunities to suit everyone. Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about. Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self. Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations. Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia. About us: Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. Our range of general insurance products including Car, Motorcycle, Home, Contents, Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today. If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application. Successful candidates will be asked to complete online testing to progress their application. Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all. *A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes. How do your skills match this job? Your application will include the following questions: How many years' experience do you have as a Customer Service Representative? Are you available to work on a rotating roster? Which of the following statements best describes your right to work in Australia? Have you worked in a call centre before? What's your expected annual base salary? How much notice are you required to give your current employer? Insurance & Superannuation 1,001-5,000 employees #J-18808-Ljbffr