Providing outstanding customer service over phone and/or email to clients
Resolving customer complaints and enquiries
Identifying customer and client requirements, and owning the end-to-end resolution of the query to drive an excellent, effortless customer experience
Providing professional, prompt and friendly communication over the phone and email
Identifying and communicating areas of risk
Ability to meet structured KPI’s and SLA’s
Proficiency with multiple systems and receptive to feedback and training
Employees review and update the processes and procedures, identify gaps and develop action plans to rectify them.
All employees to be aware of who is a Platinum Client
All Platinum services are to delivered d to a high standard within the agreed timeframe
All matters concerning potential issues with Platinum service delivery are to be escalated to your Manager immediately.
All incidents and complaints with impact to clients, investors and/or BoardRoom to be promptly logged into CAMMS portal. Incidents and Complaints to be logged within 24 hours of detection.
All incidents and complaints to be investigated and closed out promptly upon being raised by staff members. Incidents and Complaints to be investigated (and CAMMS updated) within 72 hours of being raised and closed out within 1 week.
Requirements
Minimum Diploma/Degree in related disciplines.
Industry experience of direct shares or managed funds is desirable.
Intermediate knowledge of Excel, Word and MS computer applications.
A history of customer service experience.
Excellent verbal and written communication skills.
Willing to work under Australia working hours and follow Australia public holidays.
Your health & well-being, as well as that of our colleagues is of utmost importance to us. To mitigate the impact of COVID-19 we have implemented various health and safety measures throughout our offices, which has changed our way of working. Please click here to view full details.