Customer Service and Call Centre specialists

• Do you thrive on positive feedback from the people you assist on the phone?

• Do you get a buzz when you make a positive connection with someone and help them through a difficult time in their lives?

• If so, then we have the perfect role for you!

Phillips & Cohen Associates (Australia) Pty. Ltd is the global leader in compassionate engagement services. Our clients are the leaders in the banking, utility and financial services industry and engage PCA to manage the engagement when their customer passes away. We take this responsibility seriously and want the best of the best to work with us.

We are growing rapidly and have several roles to fill.

If this role sounds exciting, you are someone who strives to make a difference on every call and are seeking your next challenge, then we want to hear from you.

Don't delay, these positions tend to be filled fast.

Key aspects of the role

• Communicate with estate representatives in a compassionate and professional manner to determine the estate position.

• Manage your estate portfolio in-line with applicable regulations, company training and procedures.

• Respond to and address inquiries from attorneys, executors, administrators and/or estate representatives with a sensitive approach throughout all stages of the estate/succession process.

• Resolve questions, discrepancies and disputes pertaining to outstanding account balances.

• To collect all necessary information required to progress the enquiry.

• Meet defined department goals and activity metrics on all key performance indicators, including quality assurance and compliance reviews.

• Proficiency in Microsoft Office, especially Excel and Word.

What can you bring to the role?

• You have a genuine desire to help people at a difficult time in their lives.

• You can react calmly and compassionately in emotional circumstances.

• You're a great communicator and relationship builder, you're passionate about the customer experience through the journey.

• You're not only self-motivated, compassionate and optimistic but you pride yourself on delivering exceptional results all the time whilst operating in an ethical, personal and professional manner.

• Ability to use multiple systems and multi-task whilst displaying attention to detail.

• Strong interpersonal and relationship building skills.

• Proven conflict resolution and problem-solving skills

• Versatility, resilience and a customer-centric mindset

• Demonstrated ability to drive your own productivity and a courageous approach to make decisions.

• It would be an added benefit if you have Collections experience in the energy industry or experience in a similar credit role.

What you can expect:

In addition to joining our wonderful team, you'll be supported in building your skills as you grow your career, and your contribution will go a long way to helping the team to achieve its goals.

There are also great incentives for achievement including monthly incentives and a fantastic career path program. The Career path program is a clearly defined program that supports and recognizes progression and gives you the opportunity for a 5% salary increase, based on performance and consistency across achievements every 6 months.

We support a work life balance.

To Apply

If you are interested in the above, please submit your CV with a covering letter outlining what you'll bring to the role.

Employer questions

• What is your status of your right to work in Australia?

• Do you have customer service experience?

• Minimum of 2+ years customer service experience is required for this position.

• Have you worked in a call centre environment before?

• Minimum of 2+ years call centre experience is required for this role.