Inbound Customer Experience Consultant

Company Description

Join the TSA Family: Elevate Customer Experiences with Us!

TSA is proudly Australian-owned and a leader in the Outsourcing Industry. We help some of the country's biggest brands connect with their customers in meaningful ways. With call centres in both Australia and the Philippines, we’re on a mission to revolutionize how people interact with brands, creating experiences that leave a lasting impression.

Job Description

Who You’ll Work With

As a Claims Consultant, you will be the voice representing our insurance partner, IAG. You'll play a crucial role in resolving major property damage claims, from natural disasters like flooding and fires to everyday claims and account upkeep with IAG.

This is your chance to build strong connections with your customers, ensuring they receive the highest level of customer experience as you support the end-to-end management of their claims. Plus, you’ll receive regular coaching from your leaders to ensure you’re set up for success!

What You’ll Be Doing

• 🤝 Building Authentic Relationships: Connect with customers through end-to-end claims management, assessing each situation individually.
• 📞 Managing Inbound Calls: Resolve inquiries and concerns related to property damage for our Australian customer base.
• 🔗 Liaising with Suppliers and Repairers: Validate, assess, and repair property insurance claims.
• 📝 Recording Customer Interactions: Accurately document detailed customer interactions and process account information.
• 🕶️ Managing Expectations: Ensure customer expectations regarding their insurance and claim process are met.
• 🏡 Working Hybrid: Work onsite twice a week and remotely the rest of the week, enjoying a flexible hybrid work model.
• 🕒 Multi-tasking Effectively: Manage your time without compromising service levels.

Qualifications

Key Details

• ⏰ Rotating Roster: 8 am - 8 pm, Monday - Friday (7.6-hour shifts)
• 📚 Training: 4 weeks of full-time training at our Bourke Street office
• 📍 Location: Must be located within Melbourne to be eligible for this role
• ⚖️ Work-Life Balance: Enjoy a healthy work-life balance
• 🖥️ Home Office Requirements: Must have a stable internet connection and an appropriate home office setup

What We're Looking For:

• Exceptional Communicator: You have excellent listening skills and can engage in meaningful conversations with empathy and respect.
• Customer-Centric: Passionate about delivering outstanding service and making a positive impact.
• Quick Learner: Open to acquiring new skills, implementing them effectively, and celebrating your achievements.
• Resilient and Adaptable: Able to handle challenges with a positive mindset and resilience.
• Tech-Savvy: Comfortable with multi-tasking and navigating various computer systems.
• Solution-Oriented: A proactive problem-solver with a focus on finding effective solutions.
• Home Office Ready: A stable internet connection and a suitable work-from-home setup.
• Flexible Availability: Willing to work a rotating roster Monday to Friday, from 8am to 8pm.

Additional Information

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.

Want to know more? Check out our social media pages:

• Website: https://tsagroup.com.au/
• Instagram: tsa_group_
• LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.