Inbound Customer Experience Consultant (Docklands)

**Join TSA: Elevate Customer Experiences with Us!**

TSA is proudly Australian-owned and a leader in the Outsourcing Industry. We help some of the country's biggest brands connect with their customers in meaningful ways. With call centres in both Australia and the Philippines, we’re on a mission to revolutionize how people interact with brands, creating experiences that leave a lasting impression.

**Who You’ll Work With**

As a **Claims Consultant**, you will be the voice representing our insurance partner, IAG. You'll play a crucial role in resolving major property damage claims, from natural disasters like flooding and fires to everyday claims and account upkeep with IAG.

This is your chance to build strong connections with your customers, ensuring they receive the highest level of customer experience as you support the end-to-end management of their claims. Plus, you’ll receive regular coaching from your leaders to ensure you’re set up for success!

**What You’ll Be Doing**
- **Building Authentic Relationships**: Connect with customers through end-to-end claims management, assessing each situation individually.
- **Managing Inbound Calls**: Resolve inquiries and concerns related to property damage for our Australian customer base.
- **Liaising with Suppliers and Repairers**: Validate, assess, and repair property insurance claims.
- **Recording Customer Interactions**: Accurately document detailed customer interactions and process account information.
- **Managing Expectations**: Ensure customer expectations regarding their insurance and claim process are met.
- **Working Hybrid**: Work onsite twice a week and remotely the rest of the week, enjoying a versatile hybrid work model.
- **Multi-tasking Effectively**: Manage your time without compromising service levels.

**Key Details**
- **Rotating Roster**: 8 am
- 8 pm, Monday
- Friday (7.6-hour shifts)
- **Training**: 4 weeks of full-time training at our Bourke Street office
- **Location**: Must be located within Melbourne to be eligible for this role
- **Work-Life Balance**: Enjoy a healthy work-life balance
- **Home Office Requirements**: Must have a stable internet connection and an appropriate home office setup

**What We're Looking For**:

- **Exceptional Communicator**: You have excellent listening skills and can engage in meaningful conversations with empathy and respect.
- **Customer-Centric**: Passionate about delivering outstanding service and making a positive impact.
- **Quick Learner**: Open to acquiring new skills, implementing them effectively, and celebrating your achievements.
- **Resilient and Adaptable**: Able to handle challenges with a positive mindset and resilience.
- **Tech-Savvy**: Comfortable with multi-tasking and navigating various computer systems.
- **Solution-Oriented**: A proactive problem-solver with a focus on finding effective solutions.
- **Home Office Ready**: A stable internet connection and a suitable work-from-home setup.
- **Flexible Availability**: Willing to work a rotating roster Monday to Friday, from 8am to 8pm.

**Want to know more? Check out our social media pages**:

- Instagram: tsa_group_

Pay: $55,000.00 per year

Schedule:

- Monday to Friday
- Rotating roster
- Shift work

Work Location: Hybrid remote in Docklands VIC 3008 Apply on Kit Job: kitjobau.com/job/3qmkgf