Customer Service Officer

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 superannuation 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 partic...