Customer Care Consultant ( Maximum Term Full Time )


Brisbane, Queensland, Australia

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Job Posted: 17/10/2018

Job Category:

Call Centre & Customer Service / Customer Service

Job description:

The Customer Care Consultant Salary Packaging provides exceptional customer service through the management of customer queries and requests for Queensland Government employees whilst adhering to all compliance and quality standards Customer interaction can include over the phone emails and face to face The role will also be responsible for processing salary packaging claims and requests The Customer Care Consultant will strive for first call resolution and will answer queries from external and internal customers relating to the ongoing management of a customer s salary packaging account as detailed in the Queensland Government Contract for the provision of Salary Packaging services PTD0027 16 The role will also support the overflow of work to manage processing queue volumes from the Administration team
KEY CONTACTS Internal Operations Manager Contact Centre Customer Services Administrators Technical Quality Coordinators Corporate Services FIFO team External Salary Packaging Customers QG Novated Lease Panel Providers Financial Advisors Page 1 June 2017 McMillan Shakespeare Group Position Description


Customer Service Provide prompt efficient consistent professional and accurate services to Queensland Government employees via inbound and outbound communication over the phone Handle all customer enquiries and requests regarding salary packaging products provided by Queensland Government to their employees including account enquiries benefit information information regarding account activities and basic level amendments and catch up payments Provide support and advice on customer accounts from internal departments and external parties including novated panel providers and financiers Achieve first call resolution and satisfy customer needs through the use of call structure guidelines and scripting and efficient and effective use of available resources including Technical Quality Coordinators and Work Instructions Proactively identify opportunities to add value to customers through education of eligible salary packaging benefits As directed by Team Leader and Workforce Planning provide accurate and timely actioning of new application forms and customer requests and claims from specific queues Manage communication with customers and Financial Advisors to ensure any claim discrepancies are corrected in a timely manner Compliance and accuracy Ensure compliance with legislative regulatory and employer policy requirements including compliance with the Privacy Act Financial Services Regulatory Authority Trade Practices Act and Queensland Government Contract PTD0027 16 Salary Packaging Maintain and update records in the Sherlock system of every customer transaction including details of comments inquiries complaints and actions taken Team Provide support to other team members regarding product and processing knowledge Support overflow of work in basic processing queues as directed by leader Continuous Improvement Escalate errors in customer account to Team Leader in a timely manner Page 2 McMillan Shakespeare Group Position Description


Capabilities & Professional clear and articulate communication Behaviours Strong attention to detail and accuracy Sound problem solving and conflict resolution skills Ability to be flexible an adaptable to customer department needs organise time well and adhere to tasks guidelines Excellent interpersonal skills with the ability to build rapport and maintain relationships Ability to learn apply and communicate complex information Ability to understand customer needs and when to ask what questions Ability to interpret numerical data and complex information to complete required tasks Attend rostered shifts on time and adhere to break times Knowledge & Demonstrated experience in customer service excellence and Experience adherence to company policies and procedures Proven experience in responding to customer queries to deliver suitable outcomes based on customer needs and business guidelines Experience in identifying opportunities for value add during customer interaction Basic MS Office Basic numerical skills Qualifications N A
WORK HEALTH & SAFETY (WHS) The Company seeks to provide a safe and healthy workplace All employees have a duty of care to ensure a safe workplace in line with WHS legislation and regulation Employees are required to work within the Company s policies and procedures for WHS
MANDATORY COMPLIANCE TRAINING All employees are required to complete mandatory compliance training This training provides employees with the understanding of their responsibilities relating to financial obligations occupational health and safety equal opportunity privacy and ethical behaviour All training must be completed within the communicated timeframes to ensure that the Company meets its regulatory obligations Page 3 June 2017 McMillan Shakespeare Group Position Description MMSG Team and Leadership Behaviours TEAM VALUES Above & Beyond Better Together Driving better customer experiences Collaborating often and early Exceeding expectations Enabling and empowering others Being courageous Teamwork Facing challenges together not alone Make It Count Own It Doing things well Being accountable Seeing the bigger picture Taking responsibility Getting it right Facing the brutal facts TEAM BEHAVIOURS CUSTOMER We know that our success begins and ends with the way we serve and treat customers We will design and run our business Put yourself in the customer s as though we were the customer shoes We will always act with honesty towards one another and in our HONESTY INTEGRITY AND conduct of the business We will have the integrity and the COURAGE courage to do the right thing raise issues to listen and face the Face the brutal facts brutal facts no matter what the circumstances RESPECT We will always treat each other with respect and as we would wish others to treat us All of us want the opportunity to I ll do you no harm contribute and learn in a safe and secure environment TEAM We will put the interests of MMSG ahead of our individual interests and those of our business units and functions We Put the group before yourself understand that our interests are best served by serving the overall interests of the group and in particular its staff customers and shareholders OWNERSHIP AND URGENCY We will take ownership over even the most difficult tasks and situations We will not turn a blind eye We will ensure the right I ll do it now outcomes are achieved and approach our work with energy and a sense of urgency but not impatience COMMUNICATION We will take responsibility for ensuring open and honest communication We believe oral communication builds No surprises Circle the wagons relationships and creates clarity We will pick up the phone rather than send each other emails We will punctually attend meetings We understand it is the amalgam of our skills as a team that will CONFLICT make us successful We will engage in conflicts of ideas to It s OK to disagree ensure the best decisions are made for our business We will not allow those conflicts to become personal