Customer Service Consultant (Roadside & Towing)

Control Insurance Solutions; Sunshine Coast Regional; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Insurance discounts

Provider discounts

Income protection

Job summary

Control Insurance Solutions on the Sunshine Coast seeks a Customer Service Consultant to handle roadside and towing requests in an in-office role at Kawana Waters, QLD. You will manage end-to-end cases in a high-performance environment, providing a high-quality customer experience.

The role focuses on inbound service, teamwork, and continuous improvement while upholding our ethos of High Performance with High Integrity.

Qualifications

• Customer focused with a genuine care for people.
• Strong communication skills with adaptability to different personalities.
• Ability to work in a call centre environment.
• Experience in identifying customer needs, clarifying information, and actioning outcomes.
• Good multi-tasking skills in a fast-paced environment with scheduled work.
• Team player who collaborates to achieve goals.
• Calm, resilient demeanor with openness to feedback.
• Growth mindset and willingness to learn.

Responsibilities

• Takes ownership of roadside and towing queries through to completion, aiming for first-call resolution.
• Uses provided technology to administer customer cases.
• Adheres to rosters and schedules.
• Continuously analyses performance against KPIs and addresses gaps.
• Complies with industry Acts, Codes, Regulations and company policies.
• Builds strong relationships with internal and external stakeholders.
• Collaborates with the team and participates in discussions to drive success.

Skills

Customer focus

Communication skills

Call center experience

multitasking

Job description

Customer Service Consultant (Roadside & Towing)

Control Insurance Solutions – Kawana Waters QLD

Control Insurance Solutions is an innovative business, located on the Sunshine Coast in QLD, providing customers and partners with motor mobility related services. We are an agile and fast-paced business with a high-performance culture. We develop products and solutions to meet both customers and partner needs. We are passionate and focused on everything we do. We are now seeking talented customer focused motor enthusiasts to join our growing team.

Purpose of the Role

You will be engaging with our customers to deliver a high-quality customer experience, managing towing and assistance requests calls, managing cases from end-to-end. This is primarily an inbound service environment.

As a member of the CIS team, you will deliver on our ethos of "High Performance with High Integrity".

The role is based in Kawana on the Sunshine Coast and is an 'in-office' role.

Position Accountabilities

• Takes ownership of customer roadside & Towing queries and sees these through to completion with a focus on first call resolution.
• Effectively uses technology and tools provided to administer customer cases.
• Adheres to rosters and schedules.
• Demonstrates a keenness to learn and develop by continually conducting self-analysis against key performance indicators and taking proactive steps to address gaps.
• Comply with all industry specific Acts, Codes and Regulations, as well as company policies and procedures.
• Build highly effective working relationships with key stakeholders (internal & external)
• Work collaboratively with others and actively participate in team discussions and activities in a positive manner.

Knowledge and Experience:

To excel in this role, you will have a continuous improvement mindset and be proficient in building and fostering good relationships with all stakeholders (internal and external). As well as:

• Customer focussed with a genuine care for people
• Highly developed communication skills with the ability to adapt your style to suit different personalities
• Ability to work in a call centre environment
• Demonstrated experience in identifying customer’s needs, clarifying information, and actioning suitable outcomes
• Good multi-tasking skills, and the ability to prioritise workload in a fast-paced environment with predetermined schedules
• Team player who establishes strong working relationships and collaborates with others to achieve business goals
• A calm and composed demeanour with high levels of resilience
• The ability to receive feedback in a constructive way
• Willingness to learn and a growth mindset
• Modern office, overlooking Lake Kawana
• Clear role accountabilities and measures of success
• Be challenged and rewarded as you contribute to our business success
• Support and guidance as you grow in confidence in your new role
• Join in a variety of social and community activities
• Employee discounts on Car, Home, Travel Insurance, and Roadside Assistance
• Discounts across a broad range of providers, for example; gyms, stores, rental vehicles, and accommodation
• Income Protection Insurance provided to all employees

Control Insurance Solutionsvalues individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Control Insurance Solutions to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Control Insurance Solutions is not responsible for any fees related to unsolicited resumes.