Customer Service Consultant
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Job Description
Customer Service Consultant supporting 100,000+ AccessPay salary packaging customers for Satellite Office. Resolving enquiries via phone and email while managing CRM records and service KPIs.
Responsibilities:
- Provide timely, accurate, and high-quality customer service via phone and email
- Resolve general enquiries and provide account management information on services
- Build positive relationships during customer interactions while maintaining a professional and friendly manner
- Ensure customer satisfaction is a priority
- Record accurate information in the customer relationship management system (SSAMS)
- Perform administrative activities supporting service delivery
- Achieve KPIs, agreed service levels, and target Net Promoter Score (NPS)
- Execute responsibilities consistently with Smartgroup’s vision and values
- Support existing AccessPay salary packaging customers
- Service a customer base of over 100,000 customers
Requirements:
- Strong verbal and written communication
- Customer-focused
- Resilience
- Demonstrated accountability and follow-through to resolve customer issues
- Attention to detail and accuracy
- Excellent time management and ability to multitask
- Initiative and improvement-oriented
- Self-starter
- Ability to work in a fast-paced environment
- Ability to understand and articulate technical information
- At least 12 months of experience in a customer service role, ideally in a contact centre or frontline service environment
- Demonstrated experience in a result-oriented and quality-focused environment
- Experience with lead generation/referral, or confidence/capability in lead generation
- Minimum 12 months in a similar contact centre role/environment
Benefits:
- Learning opportunities, mentoring, and support
- Team-building experiences and company-wide celebrations
- Wellness programs
- World-class office spaces in premium business hubs
- Opportunities to work directly with international clients and global brands
- Continuous learning and development
- Engaging employee programs
- Vibrant and inclusive culture
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