Customer Service Specialist - x2

Job Description

* Achieve your dreams by helping others achieve theirs. We support you to grow your career in a diverse and inclusive team. Together we can create brilliant customer experiences that matter. We have an exciting opportunity for a Customer Service Specialist who will be responsible for providing high-quality administrative and customer service support to participants, employers, and Asuria staff. The Customer Service Specialist will have a customer-first mindset and embrace a culture of continuous improvement and agility as the team works towards providing a sector-leading customer experience. Why Asuria? At Asuria, you can make a real difference by working with people to find long-term employment. A difference that means many people will gain meaningful employment through your mentoring and advice. Working at Asuria is more than a job; it is a career where you can reach the best version of yourself and achieve your full potential. Asuria will support you every step of the way, providing all the resources, learning, development, and leadership guidance you will need to further your career or to enter this exciting industry. To be an Asurian, you must be able to balance empathy, dignity, and respect in your daily work with a drive to ensure we achieve positive business outcomes. About the Role Respond to incoming calls, emails, and messages from program participants, employers, partners, and staff, providing exceptional customer service and addressing their inquiries and concerns in a timely manner. This includes handling a significant volume of interactions daily, aligned with the performance targets (KPIs) established in collaboration with the Customer Service Team Lead. Deliver first-class service to customers by serving customers on the national customer service team lines and other customer contact channels, ensuring high standards of service and satisfaction. This includes actively promoting and engaging with customer feedback initiatives such as the Customer Satisfaction Survey. Collaborate with employers to understand their staffing needs and job requirements and process the information in CRM to facilitate the matching of suitable candidates for available positions. Provide professional support to all employers, partners, and stakeholders, ensuring their needs are met promptly and effectively. Receive customer feedback, complaints, and desired resolutions accurately and thoroughly. This recorded information is then forwarded to the Customer Operations Manager for further action and resolution, in collaboration with the Regional Manager. This process ensures that customer concerns are addressed according to the formal complaint resolution procedure, contributing to overall customer satisfaction. Manage leads and inquiries received through our CRM, ensuring all are addressed within the expected timeframe. The rewards of being an Asurian: Enjoy Exclusive Retail Discounts, Embrace Recognition and Empower your Well-Being - Rewards for U at Asuria! Competitive salary 3 days bonus leave per year Up to 15 weeks Paid Parental Leave Non-primary carer paid leave Genuine work-life balance Smartphone provided Access to Employee Assistance Program providing counselling services across a wide range of work and life categories such as career, family, financial, and health assistance. Learning & Development opportunities and direct support to achieving a Cert IV/ Diploma qualification in a relevant discipline. Do you have what it takes to become an Asurian Customer Service Specialist? Administration experience is preferred. Employment services industry experience is desired but not essential. Proven experience in a range of areas ideal including sales, customer service, finance, marketing, recruitment, and/or management delivery. Certificate level (or above) in Business Administration or employment services is desired but not essential. High level verbal and written communication skills. Time management and organisational skills. Exceptional interpersonal skills with an ability to communicate with all levels of staff, clients, stakeholders, and the community. How to Apply Take the first step to this important role in providing jobs for others. If you match the criteria above, we want to hear from you! Simply complete the application process by clicking the 'Apply Now' button. Only shortlisted candidates will be contacted. A current Working with Children Check or relevant state equivalent is a mandatory requirement for this position, and successful applicants must have (or create) a myGovID account. Asuria is an EEO employer that welcomes applications from people who have a disability, are LGBTIQA+, and people of culturally diverse backgrounds, including Aboriginal and Torres Strait Island descent. Asuria is a Child Safe Organisation committed to child safety and wellbeing. About the company Asuria works with employers and governments to find job seekers long-term employment. #J-18808-Ljbffr