Customer Service Consultant (Near-shore) is accountable for providing customer service excellence to existing AccessPay salary packaging customers in handling general enquiries. Measured by customer feedback and internal reviews, it provides for quality support within agreed service levels and time frames. A critical link between AccessPay and our customers, the Service Centre is vital in driving customer satisfaction and business goals, with team members servicing over 100,000 customers.

Responsible for

• Providing timely, accurate and high-quality customer service to customers, via phone and email.

• Providing resolution to all generalqueries and account management information on services.

• Creating a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority.

• Ensuring accurate information is recorded within our customer relationship management system (SSAMS).

• Performing administrative activities to support the provision of service delivery.

• Achieving KPIs, agreed service levels and target Net Promoter Score (NPS).

• Executing on all responsibilities in a way that is consistent with Smartgroup’s vision and values.

Qualifications

• Strong verbal and written communication.

• Customer-focus

• Resilience

• Demonstrated accountability and follow through to see customer issues are resolved.

• Attention to detail and accuracy.

• Excellent time management and abilityto multi-task

• Initiative and improvements orientated

• Self-starter

• Able to work in a fast-paced environment

• Able to understand and articulate technical information

Experience

• At least 12 months + experience working in a customer service role, ideally in a contact centre or frontline service environment.

• Demonstrated working experience in a result - oriented and quality focused environment.

• Experience with lead generation/referral (advising customers of benefits/products) or able to demonstrate confidence or capability in lead generation.

• Minimum 12 months in a similar contact centre role/environment

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