Customer Care Officer QBE Insurance location Sydney.

At QBE, we’re driven by our purpose – to give people the confidence to achieve their ambitions. We are an international insurer and reinsurer offering a diverse portfolio of commercial, personal and specialty products, as well as risk management solutions. Our product portfolio includes property, motor, crop, energy, marine and aviation. We employee a team of more than 11,800 people, in 27 countries around the world.

The opportunity an opportunity has become available for a customer centric individual that is passionate about supporting best outcomes for the Customer Relations team based at our Parramatta office. Customer Relations is the public face of QBE and the primary contact for customer feedback, including compliments and complaints. Being a part of this team provides the opportunity to support our business to deliver on its products and service offering, drive innovation and seek growth.

The Customer Care Officer will conduct an initial review of all customer contact including complaints, feedback and compliments and determine the complaint ownership and customer complaint journey. This includes complaints received via phone, email or regulatory bodies.

Key responsibilities can you find a solution to a problem and identify the opportunity. We’re seeking confident and outgoing people who are committed in doing what’s right for the customer.

Leveraging your broad or unique customer service background, each day you’ll provider overall support to the wider team for feedback and complaint handling as well any adhoc requirements as necessary.

Responsible for inbound calls where you will acknowledge complaints and ensure clear understanding of the problem. Ensure all feedback is detailed and recorded accurately. Maintain complaint cases with current information, customer interactions and supporting documents. Maintain open communication with customers and support stakeholder relationships. Customer problems are managed in a fair, transparent and timely manner. Seek out opportunities that improve our products and services.

Your story so far you are an experienced customer service professional who encapsulates the following traits patience and empathy – Time spent with a customer is used to better understand what we need to do Efficiency – Provide solutions to a problem in an efficient and effective manner. Attentiveness – The ability to actively listen and provide best possible outcomes.

Effective communicators – Ability to use positive language when communicating and effective closing skills. Role Models – Displaying integrity, responsibility and service excellence every day. Drive – Goal oriented focus and a willingness to learn. Knowledge of the General Insurance industry is advantageous. Awareness of, and consistent interpretation and application of applicable General Insurance Codes, regulatory and legislative requirements. Individuals who display confidence, exceptional communication skills and empathy is essential.

We are here to support you we are proud to have been Voted #5 in the 2019 Top 20 Australian Workplaces for New Dads (HBF Direct Advice for Dads) and we achieved Gold Employer status in both the 2019 and 2020 Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTI workplace inclusion. We are also a finalist in the 2020 Australian HR Awards, shortlisted for Best Workplace Diversity & Inclusion Program and Best Health & Wellbeing Program.