Customer Service Assistant

• Seeks additional data to support decision-making process
• Clarifies what is expected
• Asks for guidance when faced with complex issues they are unable to resolve independently

• Responds to identified customer needs
• Handles customer requests in an appropriate timeframe
• Knows general KPIs used to measure customer satisfaction

• Provides help to colleagues as required
• Shares information and ideas with others when asked
• Communicates appropriately and professionally.

• Thorough and accurate logging of all call related data into CRM computer system and creation of incidents in real time
• Complete 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.

• Positively represent the Assistance team and Allianz Worldwide Partners as required in both internal and external client and customer interactions

• Deliver exceptional service to customers through the effective management of inbound and outbound telephone calls
• Promote customer retention and satisfaction by identifying and understanding the customer’s needs to provide appropriate and timely resolution to their enquiry

• Display an understanding and commitment to adherence of rosters and scheduling in support of business requirements
• Support team members through demonstrating punctuality, reliability and attendance.

• Receiving and screening of telephone calls for issues varying from general enquiries to critical incidents
• Providing relevant information and referrals as deemed fit.

• Completion of Year 12 secondary education
• Related industry certification (Certificate III/IV Telecommunications)
• Commitment to personal development and ongoing learning

• Basic to Intermediate computer literacy in Microsoft Outlook, Word, Excel with demonstrated ability to touch type.

• Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes and training requirements.

Allianz