Customer Service Agent

TSA Group - Australia; City of Melbourne; Hybrid; AUD 55,000 - 70,000; Full time

Benefits offered by this job

Comprehensive Training

Flexible Work Options

Rostering Flexibility

Modern Workspace

Career Growth

Supportive Culture

Job summary

TSA Group - Australia is looking for a Customer Service & Claims Consultant in Melbourne. In this role, you will represent our insurance partner, IAG, and assist customers with their automotive insurance claims. Your responsibilities include managing inbound calls, building rapport, and ensuring a smooth claims process.

We offer a supportive culture, a modern workspace, comprehensive training, and flexible work options. Join us to make a positive impact in our customers' lives during challenging times.

Qualifications

• Excellent listening skills for meaningful, empathetic conversations.
• Passion for delivering outstanding service and positive impact.
• Open to acquiring and implementing new skills effectively.

Responsibilities

• Manage inbound customer calls regarding automotive insurance claims.
• Establish trust and provide personal support during claims.
• Accurately record descriptions and pass claims to repair teams.

Skills

Exceptional Communicator

Customer-Centric

Quick Learner

Resilient and Adaptable

Tech-Savvy

Solution-Oriented

Job description

Join Our Team at TSA Group - Australia! Do you live to create unforgettable customer experiences? Are you all about thriving in fast‑paced environments where you can flex your problem‑solving and communication skills? If so, TSA Group - Australia is looking for someone just like you to join our dynamic team!

About The Role

As a Customer Service & Claims Consultant, you will be the voice representing our insurance partner, IAG, resolving customers' motor insurance claims. Your role will involve supporting customers through this process, commencing the repair process and providing an exceptional experience. You will build rapport and provide a positive customer experience while effectively resolving their enquiries. This role offers the ability to build strong connections with your customers, ensuring they receive the highest level of service as you support the end‑to‑end management of their claim. Your leaders will provide regular coaching to set you up for success.

What You’ll Be Doing

• Customer Interaction: Receive and manage inbound customer calls regarding automotive insurance claims, build genuine rapport, provide a positive experience, and resolve inquiries efficiently.
• Relationship Building: Establish trust with customers, managing their claims with a personal touch and ensuring their needs are met with care and precision.
• Detailed Reporting: Accurately record descriptions and note‑taking of each issue, then pass the claim to our repair teams after the call.

Why You’ll Love Working With Us

• Comprehensive Training: Fully paid, hands‑on training with a 4‑week program designed to set you up for success.
• Flexible Work Options: Transition to a hybrid model with the option to work from home multiple days a week after mastering your role.
• Rostering Flexibility: Rotating Monday‑to‑Friday roster between 8 am – 6 pm, with the ability to work certain public holidays at penalty rates.
• Modern Workspace: Brand‑new office located on Bourke Street for on‑site work.
• Career Growth: Internal development programs and advancement opportunities within the company.
• Supportive Culture: A team dedicated to supporting everyday Aussies during challenging times, celebrating and rewarding hard work in a collaborative environment.

What We’re Looking For

• Exceptional Communicator: Excellent listening skills with the ability to engage in meaningful, empathetic conversations.
• Customer‑Centric: Passion for delivering outstanding service and making a positive impact.
• Quick Learner: Open to acquiring new skills, implementing them effectively, and celebrating achievements.
• Resilient and Adaptable: Able to handle challenges with a positive mindset and resilience.
• Tech‑Savvy: Comfortable with multitasking and navigating various computer systems.
• Solution‑Oriented: Proactive problem‑solver focused on finding effective solutions.
• Home Office Ready: Stable internet connection and a suitable work‑from‑home setup.

If you’re ready to make a difference and grow with a company that values your contributions, we want to hear from you! Apply now to become a vital part of our team and start your journey with us.