Customer Experience Consultant

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

Do you live for creating unforgettable customer experiences? Are you all about thriving in fast-paced environments where you can flex your problem-solving and communication skills? If so, TSA Group - Australia is looking for someone just like YOU to join our dynamic team! Are you all about thriving in fast-paced environments where you can flex your problem-solving and communication skills?
 

We are seeking dedicated and customer-focused individuals to join our team as Customer Service Representatives. In this role, you will be the first point of contact for customers, handling inquiries, resolving concerns, and providing exceptional service. You will be responsible for assisting customers with claims, inquiries, and general support to ensure a smooth and efficient resolution process.

This role offers you the opportunity to build strong connections with customers, ensuring they receive the highest level of customer experience. Comprehensive training and ongoing support will be provided to set you up for success!

In this role, you will:

• Build authentic relationships with customers through end-to-end claims management, assessing each situation on an individual basis
• Manage inbound calls and outbound calls to resolve customer inquiries and concerns
• Liaise with suppliers and repairers to validate, assess, and repair claims
• Accurately record detailed customer interactions and process account information
• Effectively set and manage customer expectations regarding their service process

Qualifications

Here's what you'll need:

• Must be able to work full-time
• Must be able to attend our 3-4 weeks paid training and be able to train remotely
• Must be in Docklands, Melbourne, VIC
• Must have availability for a rotating roster between 8 AM - 8 PM, Monday - Friday (7.6-hour shifts)
• Passionate about customer service and helping others
• Confidence in taking ownership of calls to problem solve
• A high degree of patience and empathy for others in difficult situations
• Able to multi-task and manage time effectively without compromising service levels
• Team player, working collaboratively to exceed expectations
• Highly flexible and adaptable – welcomes change
• A love for learning new things

Additional Information

Additional Information:
TSA conducts pre-employment checks throughout the recruitment process, including police checks and two reference checks. You may also be subject to further checks, including credit checks and working rights verification.

Why TSA Rocks?

• #TSAWays: Experience a unique culture that promotes growth, recognition, and fun!
• Career Advancement: Opportunities to climb the ladder with internal progression.
• Comprehensive Training: Full training with ongoing coaching and development.
• Recognition Programs: We celebrate our people with vibrant and rewarding programs.
• Supportive Team Vibe: Enjoy a fun, friendly, and supportive team environment.
• Experience a healthy and encouraging work environment with a flexible working schedule.*
• Get a chance to receive loyalty and Christmas gifts!

Want to know more? Check out our social media pages:

• Website: https://tsagroup.com.au/
• Instagram: tsa_group_
• LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.