Customer Service Team Leader

Company overview

Customers get quotes from several carriers at once, and we handle renewals and policy changes. Employee benefits clients use us for group health, dental, vision and life plans. Licensing (property and casualty, life and health) is paid for, with study time during work hours.

The Customer Service Team Leader answers customer calls, chats and emails about orders, billing and account changes. Fully remote. You can work from anywhere in Australia. A quiet workspace and good internet are required.

Duties

• Update customer records accurately
• Escalate complaints that need a supervisor or another department
• Follow scripts and required disclosures on recorded lines
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes
• Answer inbound calls, live chats and emails from a queue
• Meet targets for handle time, quality score and customer satisfaction
• Call customers back on open issues within the promised timeframe

Qualifications

• 7+ years of customer service, retail, hospitality or call centre experience
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Clear speaking voice and good listening skills
• Able to sit at a workstation and wear a headset for a full shift

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Benefits

Salary range: $57,000-$70,000 per year

• Superannuation on top of salary
• 17.5% leave loading
• Paid parental leave
• Flexible hours
• Paid training and tickets
• Above-award pay rates
• Employee assistance program

Aboriginal and Torres Strait Islander people are encouraged to apply.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Jones Insurance.