Customer Service Specialist / Administrator

Wise Group; Brisbane; Hybrid; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Flexible working environment

Work from home options

Comprehensive training

Employee benefits platform

Birthday leave

Job summary

Wise Group in Brisbane is seeking a Customer Service Specialist / Administrator to support our Recoveries and Legal Support teams. This hybrid role starts as a work-from-home position, with eventual placement in our Brisbane office and ongoing flexibility to work from home.

You will build relationships with clients and field agents, monitor workflows and KPI compliance, and handle inquiries with accuracy and empathy.

Qualifications

• Excellent written and verbal communication skills.
• Willingness to learn and adapt in a dynamic environment.
• Ethical, respectful, empathetic and resilient attitude.
• Friendly and assertive demeanor.

Responsibilities

• Build and establish relationships with clients and field agents
• Monitor and manage field agent workflow
• Monitor field activity for KPI and regulatory adherence
• Investigative work and lead generation to assist field activity
• Client field activity reporting
• Identify hardship triggers and potential customer vulnerabilities
• Make and receive client and field agent outbound/inbound calls
• Coordinate time-sensitive client instructions
• Solve problems to support the achievement of positive outcomes

Skills

Communication

Willingness to learn

Empathy

Resilience

Assertiveness

Team player

Tools

Microsoft Office

Job description

Customer Service Specialist / Administrator

We are looking for driven and motivated Customer Service Specialists / Administrators to join our growing Recoveries and Legal Support teams. This is a hybrid role, it will initially be a work from home position, before being located in our Brisbane Office with the flexibility to work from home.

Be part of a dynamic and collaborative team in stimulating customer service / administration roles! Your contribution to this exciting industry will be supported by exceptional training and support from the top down.

As an Administration/Customer Service Officer, you will be at theforefrontof our business. People that have been successful in this role are those that are well organised, have a high attention to detail and are looking to grow with the business.

Who we are

Founded in 1984, we are a leading Australian risk management and business support solutions organisation, specialising in the delivery of integrated, outsourced business processes across industries where risk management, security and compliance are considered strategic priorities.

A national organisation with a well-known and respected brand, we are a trusted partner to clients across a variety of sectors including many of the largest and most prominent domestic and global corporations, professional services firms and government agencies.

We are growing and as a result, we are looking for like-minded individuals who want to grow with us.

What we can offer you!

We understand that our people are the cornerstone of our success and we are committed to supporting you in a diverse environment, with a range of benefits and long-term career opportunities.

• Fully paid, comprehensive training – you will be empowered to achieve your best.
• A passionate, diverse, friendly and welcoming team.
• A culture of reward, recognition and development.
• Sustained support from an experienced, driven and accessible management team.
• Flexible working environment with the opportunity to work from home one 2/3 days a week once fully trained.
• Benefits and discounts through our employee benefits platform.
• Staff Novated Leasing options.
• Wellbeing and health initiatives - 24hr wellbeing support with our EAP, on site gym access plus breakfast and fresh fruit in the office.
• Paid Birthday leave.
• ‘Dress for Your Day (DFYD)’ - smart casual to business attire.
• Refer a friend incentive program.

What you will do

• Build and establish relationships with clients and field agents
• Monitor and manage field agent workflow
• Monitor field activity for KPI and regulatory adherence
• Investigative work and lead generation to assist field activity
• Client field activity reporting
• Identify hardship triggers and potential customer vulnerabilities
• Make and receive client and field agent outbound/inbound calls
• Coordinate time-sensitive client instructions
• Solve problems to support the achievement of positive outcomes

What will help you succeed

• You have great communications skills – both written and verbal
• You have a willingness to learn
• You are ethical, respectful, empathetic and resilient
• You are friendly and assertive
• You are proficient with Microsoft Office suite
• Experience in a similar role is welcome, but not essential

Due to the sensitive nature of this role, criminal history and pre-employment screening checks will be conducted, however this will not affect your ability to apply.

Availability to work full time - Monday – Friday.

Only short-listed applicants will be contacted. No agencies please.

Wise Group is an equal opportunity employer and is committed to attracting and retaining a diverse workforce that reflects the community.