Service Consultant

Service Consultant, Operations

• Join Australia’s No.1 Life Insurer
• Self-starters who enjoy a dynamic workplace
• Proven career opportunities and excellent employee benefits

About the opportunity

The Service Consultant function is primarily concerned with the response to and administrative processing of enquiries; Integral to this is quality and service standards which ensure the functions are meeting TAL’s Customer requirements.

A diverse role responsible for administering our products across a number of platforms while providing outstanding customer service. It’s a pivotal role in transforming the experience from a transactional one to a relationship based holistic experience.

This role is also the perfect launching pad to build a long term career with us!

Responsibilities include:

• Operating as the primary point of contact, responding to all enquiries, aiming to achieve first point resolution
• Completing administrative tasks within service standards and monitoring service delivery and quality
• Respond to escalations and complaints, taking responsibility to gain quick resolutions
• Understand our responsibilities per Privacy law and Compliance guidelines, and execute activities within these
• Identify trends and provide feedback to the Team Manager to prevent reoccurrence
• Engage in a supportive team environment whilst actively sharing skills and knowledge
• Assist other Service teams in other areas (including call centre) to help achieve departmental goals during peak periods

Employee value

At TAL, we look for people who represent our diverse Australian community; people who embrace our spirit and inspire confidence in their colleagues, customers and community.

We offer a workplace that’s inclusive and flexible, supporting our people with options that let them make the most of their careers.

It’s a values driven environment, with excellent employee benefits plus learning and development opportunities designed to support our people.

Benefits include:

• A generous company paid life insurance and super plan
• Recognition and reward programs that acknowledge great work
• Coaching, mentoring and training programs
• Flexible work and leave options to support study, family and lifestyle

Requirements

About you:

We’re looking for enthusiastic people to join our passionate team. The key skills and experience we’re after includes:

Essential

• Customer centric - excellent customer service skills and a friendly telephone manner
• Engaging and communicative with stakeholders - aptitude to build rapport and maintain relationships
• Ability to think “outside of the box” in order to drive positive customer outcomes
• Solution oriented and always taking accountability for your work
• Self-motivated, eager to learn and results driven
• A team player who works effectively as part of a team and contributes to positive outcomes
• Excellent verbal and written communication skills
• Sound knowledge of MS Office suite (Word, Excel & Outlook…)

Desirable

• Ability to multi-task and display effective time management skills
• Knowledge of life insurance products; the Life Insurance industry
• Thinks innovatively and challenges the status quo