Customer Care Consultant - Inbound Retention Melbourne, Victoria

Bupa; Melbourne; Hybrid; AUD 66,000 - 81,000; Full time

Job summary

Bupa is hiring a Customer Care Consultant to handle inbound retention from Melbourne, Victoria. You will engage with members considering leaving, understand their needs, and present tailored solutions to retain them while providing exceptional service.

This is a full-time role, with 38 hours per week, hybrid work with two days in the office, and a focus on helping customers across multiple IT platforms while maintaining privacy and high service standards.

Qualifications

• Recent customer service and retention experience in a related environment.
• Ability to learn quickly and operate across multiple IT platforms.
• Outstanding verbal and written communication skills.
• Empathetic, solution-focused and able to handle confidential information.

Responsibilities

• Understand why customers want to leave and work to retain them as a customer.
• Engage in detailed conversations to connect with customers and present tailored solutions.
• Maintain high service standards while working in a disciplined hybrid environment.

Skills

Customer Service

Retention

Job description

Customer Care Consultant - Inbound Retention Melbourne, Victoria

At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human.

Bupa team members have access to a range of health and wellbeing benefits, from optical and dental discounts through to subsidised health insurance.

At Bupa, we're big on learning and development, and some of the best careers begin in our customer-facing teams. As a customer-first business, we know that no one understands our customers better than the people who serve them every day.

Here, your work has purpose, your voice matters and your future is full of possibility.

Just imagine the impact you could make.

The purpose of this job:

The role of an Inbound Retention Consultant is to understand why customers are looking to leave Bupa and to retain them as a customer. Customers may be dropping their private health insurance all together or switching to another fund. We try to retain our members through having a detailed conversation where we connect and understand them and their families' situation/needs, ultimately presenting a tailored solution.

• Full time 38 hours/week $73,500 + super
• Mon - Fri between 8am - 8pm AEST
• Hybrid (2 days per week in the office Melbourne or Brisbane)

Our commitment to your development:

During the first few weeks youwill complete a comprehensiveand immersiveremote training program, led by our highly experienced training team,to set you up for success in your role.

The learning and development doesn't stop there, we keep our teams small to support you and give frequent coaching from coaches & team leaders every step of the way!

About you:

You have a passion for helping people and are naturally empathetic. With your unique desire to help our customers you will ensure they are always satisfied. In addition:

• You're quite resilient with ability to take one call after another
• You'll be a team player who is punctual and happy to step in for your teammates when needed
• You have recent Customer Service & Retention experience in a related environment
• The ability to learn quickly and operate effectively in adisciplinedvirtual environment
• Mature attitude to your work with sensitivity to our customer's confidential information
• Have outstanding communication skills, both verbal and written
• Be tech savvy with the ability to work across multiple IT platforms and screens effortlessly
• Already have or the ability to obtain NBN internet that has bandwidth of 50mbps or greater

Why you'll love it

Bupa's Health and Wellbeing program, Viva Healthier and Happier has been designed to provide benefits for Bupa employees, and at times, their friends and family. Encompassing all aspects of health from mental to physical, social, financial and environmental, we are committed to ensuring all our people feel their best self.

Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment. We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation