Contact Centre Agent (Australia Market)

Key Responsibilities:

• Customer Interaction: Manage large volumes of inbound and
  outbound calls, emails, and chats, addressing customer inquiries
  and resolving issues promptly.
• Product Knowledge: Maintain comprehensive knowledge of retail
  products and financial services to provide accurate information and
  upsell when appropriate.
• Financial Transactions: Assist customers with financial
  transactions, including payments, refunds, and account
  management, ensuring compliance with company guidelines and
  regulations.
• Problem Resolution: Identify customer needs, clarify information,
  research issues, and provide solutions or alternatives.
• Record Keeping: Document all customer interactions and
  transactions in the CRM system accurately and comprehensively.
• Team Collaboration: Work closely with other departments to
  communicate and resolve complex issues and improve overall
  customer satisfaction.
• Training and Development: Participate in ongoing training to stay
  updated on product knowledge, company policies, and industry best
  practices.

Qualifications:

• Experience: Previous experience in a customer support role,
  preferably in a retail or financial setting.
• Skills: Strong communication skills, both verbal and written
  (English), with the ability to handle difficult situations calmly and
  effectively.
• Technical Proficiency: Familiarity with CRM systems and basic
  financial software.
• Education: Diploma or equivalent; additional qualifications in
  finance or business administration are a plus.
• Attributes: Customer-focused, adaptable, and able to multitask in
  a fast-paced environment.

Additional Skills:

• Financial Acumen: Understanding of financial products and
  services, including credit, loans, and payment processing.
• Sales Ability: Capability to identify sales opportunities and upsell
  products or services.
• Problem-Solving: Strong analytical skills to troubleshoot and
  resolve customer issues efficiently.