Assistance Coordinators
Job No:
19899
Location:
North Sydney, NSW
About Customer Care
Customer Care Pty Ltd is a worldwide Medical & Travel Assistance Company. The organisation commenced operating as an independent company in July 1997, however, the Customer Care team has been providing assistance services since 1988. Customer Care's history, experience and professionalism set them apart from their competitors as being the largest, most established, customer-focused assistance provider in the Southern Hemisphere.
Customer Care assists with the provision of immediate and professional help - both medical and travel related - for customers and clients in a time of need. The business operates a 24 hour "Alarm Centre", 365 days per year for customers domestically and around the world. Help is only one phone call away!
Their vision statement "Focused On Delivering Excellence" is their corporate paradigm of service excellence. Staff live this everyday and Customer Care's approach begins from the recruitment of the very best people through to our outstanding customer service delivery.
About the Opportunity
Do you want your Customer Service career to take off with one of the key leaders in the Travel industry? Customer Care has a fantastic opportunity for a number of Assistance Coordinators to join their dynamic North Sydney team.
Your primary aim in this exciting role will be to provide an exceptional standard of customer service via a specialist phone based emergency assistance service to domestic and international travellers, in Customer Care's 24 hour contact centre environment.
On a day to day basis, the role's responsibilities include:
- Establishing initial rapport and positive "first impression" with customers and clients;
- Making outbound and taking inbound calls;
- Identifying customers' needs and finding solutions;
- Providing insurance policy advice;
- Maintaining contact and providing support for customers requiring ongoing assistance and follow-up; and
- Liaising with a variety of service providers domestically and internationally, based on the needs of each customer.
The successful applicants will demonstrate a high level of communication skills, with an excellent telephone manner and speech that is clearly understandable in English. The ability to type accurately at 40wpm+ is also required. While experience within the travel or insurance industries will be an advantage, it is not essential as full training is provided.
Importantly, you will possess the ability to remain focused and cope with stress in a noisy, fast-paced environment, as well as dealing with shift work. Applicants must be available and flexible to work various shifts within a 24 hour, 7 day per week contact centre environment.
This role will suit a highly organised and enthusiastic applicant with a high degree of initiative, with a strong ability for problem solving. If you have travelled overseas yourself, your experience will be advantageous to relating to customers.
In order to give you the best start possible in your new career, all new staff undertake a six week paid induction and training program on commencement of employment with Customer Care.
This is your chance to contribute significantly to the growth of an organisation that is truly going places. With a focus on developing a cohesive team culture, you will be an integral part of this well respected organisation.
Focused on providing the best customer service possible, Customer Care also takes the same measures to ensure employee happiness and wellbeing. With the office located in North Sydney, a short walk from North Sydney train station, staff who finish their shift during evening or night hours are provided with a taxi voucher to either their home (max $25), or the nearest lit train station to their home. Alternatively, there is also underground parking available for night time shifts.
The successful candidate will enjoy a first year remuneration package circa $45,000 (includes super), with more available depending on shift penalties, and team incentive payments. In addition, you will be further rewarded with a range of fantastic benefits:
- Free massages at work;
- Access to discounted products and services (e.g. gym membership);
- Confidential staff counselling service;
- An active social club with regular 'vibe nights' and special staff functions;
- Fresh fruit, biscuits and hot drinks; and
- Discount travel benefits available.