This is a fulltime, 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.
Job Description 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 initiatives.
Ensuring that complaints are dealt with following our internal process.
Enhancing relationships between our Distribution and Strategic alliance partners by driving better customer outcomes.
Participating in project delivery supporting successful outcomes within scope, time and cost.
Desired Skills and Experience About you: With proven experience in a customer focused working environment, you are skilled with service delivery experience and are ready for your next step!
You will be passionate about delivering great customer outcomes and 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 in a similar role and environment.
Service delivery experience and capability.
Technical understanding of call centre operations would be ideal.
About 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.
#J-18808-Ljbffr
