Supervisors/Team Leaders (Call Centre & Customer Service) This is a fulltime role, permanent role based in our Auckland office with flexible working arrangements available. The Senior Customer Care Specialist is responsible for supporting the Customer Care Team Leader with the daily operation of the Customer Care team, ensuring that a high level of Customer satisfaction is always being delivered. Reporting to the Customer Care Team Leader, you will be responsible for providing an outstanding customer experience through handling and resolving customer queries within designated service level agreement timeframes. Reporting to the Customer Care Team Leader, you will be responsible for providing an outstanding customer experience through handling and resolving customer queries within designated service level agreement timeframes. Some key accountabilities include:Delivery of phone and live chat service level targets through effective rostering, real time queue management and active floor support.Supporting our customer engagement strategy and initiativesEnsuring that complaints are dealt with following our internal process complaints following internal processEnhancing relationships between our Distribution and Strategic alliance partners by driving better customer outcomesParticipating in project delivery supporting successful outcomes within scope, time and cost.About you:With proven experience in a customer focused working environment you skilled with service delivery experience and are ready for your next step! You will be passionate about delivering great customer outcomes and have having a technical understanding of call centre operations will be advantageous.You will bring excellent communication skills both written and oral, high attention to detail and proven ability to build strong lasting relationships with colleagues and customers. You have mastered the ability to work towards deadlines, prioritise and manage multiple work requirements at a time and pride yourself on being a strong team player that can take the lead.Together with this you will bring:A minimum of 4 years' experience within Customer Services within a similar role and environment.Service delivery experience and capabilityTechnical understanding of call centre operations would be idealAbout Us:Fidelity Life is New Zealand's largest locally owned and operated life insurer. We have a clear, winning aspiration, built around transforming our industry through a customer lens. It's easy to talk that talk, but we are already walking the walk - using smart technology, data & insights, and digital capability to unlock a deep understanding of our customers and provide innovative solutions and experiences that meet their needs. We're also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education nationwide, to provide better protection for all New Zealand families and whanau. Your application will include the following questions: Are you legally entitled to work in NZ? If you are on a Work Visa - please provide the following details:Work Visa NumberExpiry DateType of Work VisaIf you answered NZ Citizen / NZ Permanent Resident / No, simply indicate Nil or NA Do you currently work or have previously worked for Fidelity Life? Please indicate your salary expectation for this role Do you hold a current NZ drivers licence? The following questions are to ensure we do not place you in a role or ask you to complete tasks which may aggravate any existing or historic medical condition or injury you may have. This information also helps us to identify any additional assistance we may be able to provide you in your role.Do you have any pre-existing conditions which may affect your performance in the position that you have applied for? If yes, please provide details.If you answered No, simply indicate Nil or NA How did you hear about this position? If you have been referred by an existing Fidelity Life employee, please provide their name Please let us know below if you have any potential conflict of interest with Fidelity Life.If there isn't any potential conflict of interest, simply indicate Nil or NA. Report this job advert Don't provide your bank or credit card details when applying for jobs.
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