据统计，90%的Infinity学员

都在3个月内成功找到理想工作

Customer Service Lead

Description of department/division

The Operations division delivers the right level of quality service, efficiently and effectively, to our customers,planners and advisers.

The division comprises of four departments:

• Contact Centre (call centre, retention and sales)
  Superannuation & Investment Platforms (payments, servicing, and platforms)

• Insurance Operations (Claims, Underwriting & New Business)

• Bank Operations

• Operations support (process improvement, customer comms, L&D & reporting)

  
  

AMP’s Contact Centre is customer-centric, simple, efficient and digitally supportive. By empowering, up-skillingand unleashing the potential of our people to engage customers in holistic needs-based conversations, weincrease advocacy and ultimately revenue through referrals, conversion rates and customer retention. This issupported by technology that enables Customers and Advisors to experience high first call resolution and a servicethat is Personalised, Proactive, and demonstrates expertise that is delivered in an effortless manner, embodyingAMP’s Customer Value Proposition (CVP).

Purpose of the role

The purpose of the Customer Service Lead is to:

• Provide real-time floor support to Consultants and assisting to resolve customer or advisor queries.

• Improve the knowledge, quality and performance of the Team in order to meet and exceed customerexpectations.

• Provide support to the Team Manager in managing the team.

  
  

Main focus areas

• Provide real-time support to team members to ensure consistently high level of responses to customersand advisors.

• Deal with escalated customer complaints and issues on a daily basis,

• Support the mentoring of Consultants to foster the development of a customer advocacy culture, focusingon delivering ‘whole of customer’ and ‘needs based’ conversations in accordance with the Contact Centrecapability framework,

• Actively manage the skills and capability of Consultants through the Contact Centre skills matrix, on-goingtraining and support.

• Implement initiatives aimed at encouraging customers and advisers to self-service (as applicable).

• Actively support the implementation of change programs across the respective teams.

• Conduct discretionary customer advocacy quality checking and provide feedback to Team Manager forcoaching to consultants.

• Proactively foster collaboration between teams by liaising and forming close working relationships withother Customer Service Leads.

Role specific capabilities

• Mentoring skills in influencing and growing Consultants with a customer centric culture,

• Solid interpersonal and communication skills,

• Ability to work procatively and be action-orientated

• Motivation to drive results and be resilient

• Understanding of contact centre specific technology, systems and metrics

• Knowledge of the regulatory and compliance regime for financial services.

Experience required

• Contact centre experience

• Experience in negotiation, customer complaints handling and resolution,

• Demonstrated experience working as part of a team

Send your resume to 

[email protected]

Infinity VIP学员请在邮件标题注明：

VIP + AMP-Customer Service Lead

已经跃跃欲试

但是不知道简历该怎么写的小伙伴

快来加班委领取

专业的简历模板福利吧

Infinity

为你打造一份

吸引HR眼球的亮眼简历

现在扫描添加小编二维码

获得15分钟免费咨询哦

我们在新办公室欢迎各位小伙伴的来访哦！

地址: One Roof, 77 City Rd, Southbank