Customer Care Consultant

THE OPPORTUNITY

Our client is a leading online platform that simplifies the process of comparing and purchasing business insurance from some of Australia’s top insurers. Their innovative approach has helped reduce costs, improve pricing transparency, and eliminate the hassle typically associated with getting insured, especially for time-poor and budget-conscious small business owners. They are hiring for Customer Care Consultant to join their team!

As a Customer Care Consultant, you will be a member of the Customer Care Team and your main responsibility will be to ensure a range of support tasks are completed accurately and on time. You’ll play a key role in maintaining high service standards and ensuring an excellent customer experience in line with our client’s service level agreements. This role is full-time work from home, and following Australian business hours which is around 6:00AM - 3:00PM PHT.

Key Responsibilities

• Providing all customers with an outstanding experience, being responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
• Responding to customer inquiries, including telephone calls and emails, to learn about and address their needs, complaints, or other queries such as amendments, payments or policy questions.
• Work to set customer experience milestones by responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Understanding and striving to meet or exceed the Customer Fanatic team metrics while providing excellent consistent customer service.
• Handle calls and emails within the expected time frames.
  
  
  

• Exceptional customer service with 2–3 years of experience, demonstrating strong active listening, verbal and written communication skills, and a professional phone demeanor.
• Proficient in computer systems, particularly CRM software such as Salesforce, with excellent typing and data entry abilities.
• Skilled in asking probing questions to uncover customer needs and effectively diffusing tense or challenging situations.
• Strong time management and sound decision-making abilities in fast-paced environments.
• Highly adaptable, accountable, and committed to delivering consistent, high-quality service.
  
  
  

• A diverse, inclusive, and supportive company culture.
• Competitive remuneration.
• Opportunity to collaborate and work with global clients and stakeholders.
• Medical benefits.
• Great Paid Leave entitlements.
• Team outings, travel opportunities, company parties/events, and other exciting activities.
• Exposure to an international environment, working with people across Malaysia, Vietnam, Thailand, the Philippines, and Australia.
• Industry and role-related training.
• Ongoing career opportunities.