Customer Services Representative (Only Available to - Customer Support)

About the role: 

Customer Services Representatives play a crucial role in assisting our broker partners with all aspects of aggregation. Delivering exceptional customer service experiences in a dynamic inbound/outbound service environment is our primary focus. Ensuring that inquiries are resolved efficiently and effectively. We strive to resolve tickets, calls, email and chats at first contact, By providing high quality support across all levels of aggregation and the aggregation services we provide.

Key responsibilities: 

• Service Excellence Superpower: Deliver exceptional customer service through our phone, email and chat channels supporting our customers in their preferred engagement approach 
• Fountain of Knowledge: Become a trusted resource, providing comprehensive information on LMG programs and processes. with an in-depth knowledge base at your fingertips, and supporting our customer to resolve their query first time. 
• Human-First Approach: Consistently maintain a positive, empathetic, and professional approach in every interaction. 
• Problem-solving Pro: Master complex enquiries, leveraging your in-depth knowledge and sharp problem-solving skills. 
• Time management: Effectively manage time between active call, chat and ticket queues, ensuring assigned tickets are resolved promptly without compromising on accuracy. 
• You Love & Respect the Detail - Accurately capture customer details and log interactions in our systems. Maintaining a standard to follow processes and compliance requirements 
• Foster Collaboration: Build trust and long term relationships with brokers and our internal teams.Work closely with internal stakeholders to assist in resolving inquiries and by sharing knowledge 
• You are curious: Continuously develop your knowledge and skills in Customer Success by participating in ongoing training and professional development. 

To succeed in this role you will bring with you: 

• Strong Problem Solving Skills: Analysing trends to proactively identify and escalate issues as they arise to reduce inbound volumes
• Excellent Communication: Clear and professional verbal and written communication skills to support internal teams and external stakeholders. 
• Attention to Detail: A keen eye for accuracy when handling customer requests, data entry, and troubleshooting tasks. 
• Team Collaboration: A proactive approach to working with colleagues, sharing knowledge, and contributing to a positive team environment. 
• Customer Centric Mindset: A commitment to delivering high-quality service and support to enhance the customer experience. 
• Adaptability & Resilience: The ability to work in a fast-paced environment, handle multiple priorities, and adapt to evolving processes. 

What you need to have: 

• Customer focused mindset 
• Strong conversational skills, including active listening, empathy, respect, and humour 
• Problem solving skills 
• The ability to work both autonomously and as part of a team 
• Excellent written and professional verbal communication skills 
• Self-motivated and an aptitude to learn and develop - we will provide the tools and support to set you up for success 
• Experience in inbound call centres or Service Centers (Preferred) – Previous experience in a similar role or an understanding of aggregation services is beneficial but not essential.