Customer Care Associate

Job description

An exciting opportunity to join our Customer Service Team providing frontline customer care and support to ensure a positive and consistent experience for all Metro customers, brokers and salary packagers. The role works collaboratively with the Customer Care Team Leader, escalating issues as required and contributing to a collaborative, customer‑focused team environment. Roles and responsibilities: - Contribute to a positive and collaborative team environment that supports high-quality customer service standards - Support an exceptional customer experience by managing and prioritising assigned internal and external enquiries accurately and within agreed timeframes - Maintain strong working knowledge of systems, processes and procedures, and provide peer support when required - Maintain up-to-date knowledge of organisational policies, procedures and guidelines to ensure compliance and accurate customer advice - First point of contact across existing client portfolios - Provide an exceptional experience by building rapport and providing reliable support focused on first contact resolution to enhance stakeholder relationships - Handle escalated enquiries in a professional and empathe...