Customer Service Consultant (Roadside & Towing)

Auto & General; Sunshine Coast Regional; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Employee discounts

Provider discounts

Income protection

Job summary

Auto & General on the Sunshine Coast is seeking a Customer Service Consultant (Roadside & Towing) to deliver high-quality customer experiences. Based in Kawana, this in-office role handles inbound roadside and towing requests and manages cases end-to-end.

You will use our tools to administer customer files, adhere to rosters, and work with teammates to achieve KPI targets. The ideal candidate has call centre experience, superb communication, resilience, and a growth mindset.

Qualifications

• Customer-focused with genuine care for people.
• Strong communication adaptable to different personalities.
• Experience in a call centre environment.
• Identify customer needs, clarify information, and action outcomes.
• Prioritise workload in a fast-paced environment with fixed schedules.

Responsibilities

• Takes ownership of roadside & towing queries through to completion, prioritising first-call resolution.
• Uses technology/tools to administer customer cases.
• Adheres to rosters and schedules.
• Demonstrates willingness to learn and address performance gaps.
• Complies with all industry Acts, Codes, Regulations and company policies.
• Builds strong stakeholder relationships and collaborates with others.

Skills

Customer focus

Strong communication

Call centre experience

Multi-tasking

Team player

Resilience

Growth mindset

Job description

Customer Service Consultant (Roadside & Towing)

7d ago , from Auto & General Holdings Pty Ltd

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 searching for 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.