Customer Service Specialist

• Achieve your dreams by helping others achieve theirs
• We support you to grow your career, diverse and inclusive team
• Together we can create brilliant customer experiences that matter

We have an exciting opportunity for Customer Service Specialist who will be responsible for providing high-quality administrative and customer service support to participants, employers and Asuria staff. The Customer Service Specialist will have a customer first mindset and embrace a culture of continuous improvement and agility as the team works towards providing a sector leading customer experience.

Why Asuria?

Achieve your dreams by helping others achieve theirs.

At Asuria, you can make a real difference by working with people to find long-term employment. A difference that means many people will gain meaningful employment through your mentoring and your advice.

We support you

Working at Asuria is more than a job, it is a career. A career where you can reach the best version of yourself and achieve your full potential. Asuria will support you every step of the way. We will provide all the resources, learning and development and leadership guidance you will need to further your career or to enter this exciting industry.

Be part of a company that beats to an enterprising heart

• At Asuria, our people are at the very heart of everything we do and deliver.
• To be an Asurian, you must be able to balance empathy, dignity, and respect in your daily work with a drive to ensure we achieve positive business outcomes

About the Role

• Respond to incoming calls, emails, and messages from program participants, employers, partners and staff providing exceptional customer service and addressing their inquiries and concerns in a timely manner. This includes handling a significant volume of interactions daily, aligned with the performance targets (KPIs) established in collaboration with the Customer Service Team Lead
• Deliver first-class service to customers by serving customers on the national customer service team lines and other customer contact channels, ensuring high standards of service and satisfaction. This includes actively promoting and engaging with customer feedback initiatives such as the Customer Satisfaction Survey
• Collaborate with employers to understand their staffing needs and job requirements and process the information in CRM to facilitate the matching of suitable candidates for available positions
• Provide professional support to all employers, partners, and stakeholders, ensuring their needs are met promptly and effectively
• Receive customer feedback, complaint and desired resolution accurately and thoroughly. This recorded information is then forwarded to the Customer Operations Manager for further action and resolution, in collaboration with the Regional Manager. This process ensures that customer concerns are addressed according to the formal complaint resolution procedure, contributing to overall customer satisfaction
• Manage leads and inquiries received through our CRM, ensuring all are addressed within the expected timeframe 

The rewards of being an Asurian:

• Enjoy Exclusive Retail Discounts, Embrace Recognition and Empower your Well-Being - Rewards for U at Asuria!
• Competitive salary
• 3 days bonus leave per year
• Up to 15 weeks Paid Parental Leave
• Non-primary carer paid leave
• Genuine work-life balance
• Smart phone provided
• Access to Employee Assistance Program providing counselling services across a wide range of work and life categories such as career, family, financial and health assistance.
• Learning & Development opportunities and direct support to achieving a Cert IV/ Diploma qualification in a relevant discipline. 

Do you have what it takes to become an Asurian Customer Service Specialist?

• Administration experience is preferred
• Employment services industry experience. Desired not essential
• Proven experience in a range of areas ideal including sales, customer service, finance, marketing, recruitment and/or management delivery
• Certificate level (or above) in Business Administration or employment services, desired not essential
• High level verbal and written communication skills
• Time management and organisational skills
• Exceptional interpersonal skills with an ability to communicate with all level of staff, clients, stakeholders and community

How to Apply

• Take the first step to this important role in providing jobs for others. If you match the criteria above, we want to hear from you!
• Simply complete the application process by clicking the 'Apply 'Now' button. Only shortlisted candidates will be contacted

A current Working with Children Check or relevant state equivalent is a mandatory requirement for this position and successful applicants must have (or create) a myGovID account.

Asuria is an EEO employer that welcomes applications from people who have a disability, are LGBTIQA+, and people of culturally diverse backgrounds, including Aboriginal and Torres Strait Island descent. Asuria is a Child Safe Organisation committed to child safety and wellbeing.