Customer Care Consultant - RemServ QLD

POSITION SUMMARY
The Customer Care Consultant Salary Packaging provides excellent customer service through the management of customer queries and requests which can include over the phone emails or face to face This role is required to adhere to all compliance and quality standards 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 for the Queensland Government client as detailed in the contract for the provision of Salary Packaging services PTD0027 16 The role will look for proactively look for opportunities for the customer to add value and maximise their salary packaging benefit and support the overflow of work within the wider Salary Packaging Operations area KEY CONTACTS Internal Operations Manager Customer Services Administrators Technical Quality Coordinators Client Services team External Salary Packaging Customers QG Novated Lease Panel Providers Financial Advisors Service providers Third Parties Version 4 0 Feb 2017 McMillan Shakespeare Group Position Description Customer Service by Provide prompt efficient consistent professional and accurate services to Queensland Government employees via inbound 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 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 coaching support to team 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 McMillan Shakespeare Group Position Description POSITION CRITERIA 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 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 NA 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 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 Teamwork Being courageous 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 MMS group 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 CONFLICT We understand it is the amalgam of our skills as a team that will 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 KEY RESPONSIBILITIES
McMillan Shakespeare Group Position Description Position Description RemServ Operations Salary Packaging POSITION NO TBC POSITION TITLE Customer Care Consultant Salary Packaging LOCATION Brisbane REPORTING RELATIONSHIPS Reports to Team Leader Contact Centre Supervises NA POSITION SUMMARY The Customer Care Consultant Salary Packaging provides excellent customer service through the management of customer queries and requests which can include over the phone emails or face to face This role is required to adhere to all compliance and quality standards 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 for the Queensland Government client as detailed in the contract for the provision of Salary Packaging services PTD0027 16 The role will look for proactively look for opportunities for the customer to add value and maximise their salary packaging benefit and support the overflow of work within the wider Salary Packaging Operations area KEY CONTACTS Internal Operations Manager Customer Services Administrators Technical Quality Coordinators Client Services team External Salary Packaging Customers QG Novated Lease Panel Providers Financial Advisors Service providers Third Parties Version 4 0 Feb 2017 McMillan Shakespeare Group Position Description Customer Service by Provide prompt efficient consistent professional and accurate services to Queensland Government employees via inbound 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 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 coaching support to team 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 McMillan Shakespeare Group Position Description POSITION CRITERIA
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 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 NA 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 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 Teamwork Being courageous 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 MMS group 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 CONFLICT We understand it is the amalgam of our skills as a team that will 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