Customer Care Specialists

3 weeks ago

Auckland City, New Zealand Fidelity Life Full time

We continue to grow and enhance the customer experience
- Generous flexible working options and fully subsidised health, life and trauma i
- Excellent systems and processes and opportunites to further your career

**The Opportunity**
Reporting to the Customer Care Leader, you will be responsible for providing an outstanding customer experience through handling and resolving customer queries within designated service level agreement timeframes. The Customer care specialists are the first port of call for all customer related enquiries and are responsible for supporting Fidelity Life customers at different stages of their insurance needs.

Some key responsibilities include:

- Ensuring all customer enquiries are resolved in a professional, friendly, and effective manner, while maintaining empathy, customer confidentiality, and taking ownership of any problems that occur
- Consistently deliver a high-quality customer experience
- Complete timely, accurate processing and recording of all inbound and outbound communication
- Customer care policies and procedures are followed at all times

**About you**
With proven experience in a customer focussed working environment you have a passion for providing a great customer experience and delivering great customer outcomes. You will bring excellent communication skills both written and verbal, 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
- Previous experience working in a customer-centric environment
- Proficient use of computer and systems such as MS office
- Strong understanding of the call centre dynamic

**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.

What’s more, we’ve gone next level with our new flexible working approach, something we call flexiplace Flexiplace means our people can work with their leader to determine where and how they want to work, depending on their day. Whether that’s at home, in the office or on the go, we’ve empowered our people to choose how they’ll deliver for our customers, partners and each other.

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