Member Experience Outbound Specialist

at  RACV

• Noble Park | RACV Contact Centre
• Unleash Your Potential: Ongoing Career Growth & Training!
• Hybrid Working Model
  At RACV we are people who care, we’re part of people’s every day – making a positive impact in their homes, on the road and on holidays. We’ve built on our roadside history and been there for our customers and members for more than 115 years. We provide opportunities that only a diverse business can offer. And the best is yet to come.
  Jump start your RACV journey by joining our Member Engagement team as a Member Experience Outbound Specialist. We are searching for talented individuals with outbound phone-based experience to deliver delightful and meaningful experiences to customers and members through a variety of proactive contact initiatives.

With this outbound phone-based role you will receive a fully paid and structured training program. You will receive thorough upskilling in systems, customer service and engagement, sales, and product knowledge. You will join a collaborative team where mutual support thrives, creating a workplace environment that people genuinely enjoy.

• Permanent full-time role - commencing Monday, 1st July 2024.
• Attractive roster – shifts scheduled between 8am – 6pm, Monday to Friday.
• Hybrid working arrangement - providing great flexibility and work-life balance

Responsibilities of the role include, but are not limited to:

• Embracing a customer experience-first mindset and driving customer-centric approaches, solutions and strategies through all touchpoints and channels,
• Maintaining strong customer and member lifetime relationships through a robust program of timely outbound contact initiatives that deliver on our brand promise,
• Displaying confidence to interact with customers and members in a professional and competent manner,
• Proactive case flow management of NPS cases, ensuring members are contacted in a timely manner,
• Plus much more

To be successful in this role you will need to:

• Be highly motivated with a positive nature,
• Have strong personal initiative, drive, and enthusiasm,
• Have a passion for high quality customer service experiences,
• Be solutions focused with the ability to actively listen and ask questions to effectively determine needs,
• Have strong verbal and written communication skills, and
• Be able to achieve both individual and team goals