Customer Service Specialist

Job description

CUSTOMER SERVICE SPECIALIST- TIO - DARWIN At TIO, our strength lies in our deep understanding of the unique conditions faced in the Territory year after year, from floods to cyclones and everything in between. We provide a comprehensive range of insurance products for both personal and business needs, including home, motor, marine, business, and workers' compensation. Proudly employing Territorians, our local claims team and contact centre are ready when our customers need us most. As a division of Allianz Australia Insurance Limited, a member of the global Allianz Group, TIO is backed by one of Australia’s largest general insurers. Join us. We’re for Territorians. About the role Deliver exceptional customer service across inbound and outbound calls, as well as email correspondence, resolving customer enquiries efficiently and professionally. Manage high-volume customer interactions with care, while consistently meeting key performance indicators (KPIs), service level agreements (SLAs), quality standards, and productivity targets. Navigate multiple systems simultaneously to verify customer information, accurately document interactions, and provide seamless, efficient resolutions. Identify customer concerns, feedback, and trends, using insights to enhance the customer experience and support continuous improvement initiatives. Work within a metrics-driven environment, consistently strive to meet and exceed performance, quality, and service targets. Ensuring compliance with all regulatory, legislative, and internal compliance obligations . About you Strong verbal and written communication skills, with the ability to remain calm, professional, and empathetic while managing customer interactions in a fast-paced phone-based environment. A customer-first mindset with a proactive approach to problem-solving, taking ownership to achieve positive outcomes for customers. Demonstrate resilience and adaptability in a fast-paced, metrics-driven environment, balancing customer experience with performance expectations Quick to learn new systems and processes, with a genuine commitment to continuous learning and professional development. A collaborative team player who builds strong working relationships with colleagues, stakeholders, and customers. Motivated to build a rewarding career with one of Australia's leading general insurers and contribute to delivering exceptional customer experiences. To be successful in the role, you will need to be available to work on-site, across the operating hours of the centre Monday to Friday 8 am – 6 pm on a rotating roster. Benefits and perks Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day! Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources. Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer! For more details about our benefits, visit the Allianz Careers site. About Allianz Group Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. Adjustments and support If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation. Join us. Let’s care for tomorrow. www.allianz.com.au/careers Important Notice: Allianz will never contact you from an email address that does not end with ‘@allianz.com.au’ or another official Allianz domain. If you receive an email from an address like ’allianz.customerservice@gmail.com’” or ’allianz-support@yahoo.com’, it is not from Allianz and may likely be a scam. Examples of official Allianz email addresses à john.smith@allianz.com.au | support@allianz.co.uk | jane.smith@allianz.com If you are unsure about an email, please contact Allianz directly through our official website or customer service number. Your security is our priority.