uWorkin

Overview

As a Customer Service Officer (CSO) you will be the first point of contact (members, employers and financial planners) via phone (inbound/outbound), click-to-chat, and email for a range of enquiries. 

Your key purpose will be meeting or exceeding their expectations for Customer Service with accurate and appropriate responses. 

Key Accountabilities and Main Responsibilities

• Delivering an outstanding member experience though excellent customer service on inbound and outbound calls
• The provision efficient and effective query resolution by anticipating member needs and taking ownership for first call resolution
• Investigation and ownership of complex member queries
• Demonstrating subject matter expertise on funds/processes/procedure
• Achievement of all Key Performance Indicators (KPIs)
• Demonstrating adaptability and teamwork to alter shifts to meet operational demands (if required)
• Positive participation in the team and team meetings to discuss and share ideas and celebrate achievement of team goals
• Working with your leaders to improve your personal capability, and increase skills via delegated responsibilities/projects
• Supporting your leaders and colleagues in delivering results, and working closely with your immediate team within the Contact Centre and the broader Link Group
• Demonstrating willingness to increase your Superannuation knowledge, including additional funds and administration functions
• Demonstrating drive and motivation by keeping abreast of current industry related information and changes
• Displaying a proactive approach to independent learning
• Actively contributing towards continuous process improvement
• Living the Link Group Core Values; Teamwork, Professionalism, Commitment, integrity, respect
• Adhering to all legislative requirements required for the role
• Complying with Link Group Privacy a policy and procedures

• Strong customer service skills with a member experience focus
• Excellent written and verbal communication skills, and a pleasant phone manner
• Strong ability to interpret complex subject matter and to translate information to the end user
• Established history of consistently delivering results and achieving set targets
• Proven track record of reliability and punctuality in a structured environment
• Proven ability to solve complex problems and deliver innovative solutions
• Demonstrated ability to display empathy and resilience when handling difficult or sensitive calls
• Ability to work under pressure and maintain set target levels
• Openness to feedback and willingness to develop professionally
• Proven ability to solve complex problems and deliver innovative solutions
• Previous experience in working in a collaborative and professional team environment
• Intermediate computer literacy and keyboard skills (MS Office suite) , and excellent attention to detail and accuracy
• Ability to work across digital media platforms and provide front line technical support
• A desire to work in, and develop a career within the superannuation industry

• Experience in Contact Centre or Financial Services
• ASFA qualification or equivalent
• RG146 qualification