Pick Packer / Phone Grader

Programmed Go; Sydney; Hybride; AUD 60 000 - 85 000; Plein temps

Avantages offerts par ce poste

Work from home 2 days per week

Supportive team environment

Ongoing training and professional发展

Résumé du poste

Neilson Financial Services in Sydney is seeking a Customer Care Agent to join our Australian team. You will be the voice of the company for policyholders, handling a wide range of inquiries and post-sales requests via phone and email, with a focus on accuracy and quality service.

This fast-paced role rewards empathy and clear communication. You'll contribute to customer satisfaction, meet targets, and work from home two days per week after training, joining a globally expanding life insurance

Qualifications

• Experience in a customer-facing role within financial services, or extensive experience in a customer service environment.
• Excellent verbal and written communication skills, with a demonstrated ability to correspond with customers to a high standard.
• Life insurance industry experience is a plus, but not essential.
• Intermediate computer skills, including proficiency with Microsoft Office.

Responsabilités

• Manage customer enquiries and requests effectively via phone and email
• Receive and resolve customer complaints at first contact, escalating where required
• Update policy details, process changes to cover, and handle cancellation requests
• Empathise with customers and confidently handle objections and queries
• Maintain accurate customer records and comply with regulatory requirements
• Adhere to processes and procedures for all service-related matters, escalating breaches as appropriate
• Contact customers to remediate failings identified by the quality assurance team
• Meet productivity and quality targets, contributing positively to team performance

Connaissances

Attention to detail

Empathy

Multitasking

Change adaptation

Customer service

Outils

Microsoft Office

Description du poste

Customer Care Agent

Sydney, Australia | Full-Time, Permanent

Neilson Financial Services is a global life insurance distributor operating across the UK, Canada, Australia and New Zealand. With over 1,000 employees and more than 650,000 policies issued, we help families secure financial protection for their loved ones through locally based contact centres.

Since launching in the UK in 2012 and expanding into Canada in 2021, we entered the Australian and New Zealand markets in late 2024. In that time, Neilson ANZ has launched six brands across the funeral and life insurance markets and become the country's third largest direct distributor of life insurance. Now we're looking for a Customer Care Agent to join our growing Australian team.

About the role

In this role, you'll be the voice of Neilson for our policyholders, delivering outstanding service across all customer enquiries and post-sales requests. Through excellent communication skills, you'll handle a wide range of customer queries, predominantly via inbound and outbound calls.

This role will suit someone who thrives in a fast-paced, target-driven contact centre environment and takes genuine pride in helping customers navigate important financial decisions.

What you'll do

• Manage customer enquiries and requests effectively via phone and email
• Receive and resolve customer complaints at first contact, escalating where required
• Update policy details, process changes to cover, and handle cancellation requests
• Empathise with customers and confidently handle objections and queries to ease uncertainty or concerns
• Maintain accurate customer records and comply with regulatory requirements
• Adhere to processes and procedures for all service-related matters, escalating breaches as appropriate
• Contact customers to remediate failings identified by the quality assurance team
• Meet productivity and quality targets, contributing positively to team performance

What you'll bring

• Strong attention to detail with the ability to maintain accuracy under pressure
• Genuine empathy and a desire to go above and beyond for customers
• Ability to operate well in a target-driven environment while maintaining high quality and service
• Effective multitasking skills and the ability to manage competing priorities
• Willingness to embrace change in a fast-paced environment
• Passion for delivering outstanding customer service

Requirements

• Experience in a customer-facing role within financial services, or extensive experience in a customer service environment
• Excellent verbal and written communication skills, with a demonstrated ability to correspond with customers to a high standard
• Life insurance industry experience is a plus, but not essential
• Intermediate computer skills, including proficiency with Microsoft Office

What we offer

• Work from home available - Once you have completed your training/probation you have the option to Work From Home 2 days per week.
• A supportive team environment in a high-growth Australian business
• Ongoing training and professional development opportunities
• The chance to be part of a globally expanding life insurance company with a strong values-driven culture

Accessibility For Job Applicants

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation.

Equal Opportunity Employer

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.