• Solutions focused customer service role
• Work with a fast paced and passionate team helping build positive mental wellness
• Full time, or part time (min 3 days) opportunities

About Us

AccessEAP partners with organisations to promote positive organisational behaviour, enhance employee well-being and improve workplace productivity. As an Australian owned, social enterprise Employee Assistance Program (EAP) provider, our success is based on understanding the unique needs of customer organisations and their people. We tailor services to help organisations support the mental health and wellbeing of people, especially in the workplace.

About the Role

We are seeking forward thinking, solutions focused self-starters to join our energetic Customer Service team. As a Customer Services Consultant you will be the first point of contact and gateway to the provision of AccessEAP services. You will handle inbound calls and emails related to customer enquiries. This is a wonderful opportunity for seasoned customer service professional to develop their career and operate as an essential component of a successful growing business.

We have multiple opportunities available within our Sydney team. No late nights or weekend work!

This position requires a proactive, compassionate and innovative thinker; a person who exemplifies our corporate values and enjoys thinking outside the box to look for ways to improve processes and promote service quality and timeliness.

Your key responsibilities will include:

• Triage inbound calls related to customer enquiries
• Achieving all SLA standards
• Data entry of all information relating to clients seeking counselling support
• Minimising call wait times
• Updating the Customer Services board
• Data entry of all information relating to clients seeking counselling support
• Monitoring and responding to Customer Services Team admin inbox
• Identifying improvements to processes and systems to streamline service delivery
• Collaborate with team members across other functions

What you will bring

• Experience dealing with a diverse customer base
• Excellent verbal and written communication skills, with the ability to manage a variety of stakeholders.
• High levels of empathy and care for customers
• A professional phone manner with strong administration skills.
• Effective time management, strong problem-solving and critical thinking skills.
• Strong attention to detail with high levels of accuracy
• Strong organisational skills with an ability to prioritise and multitask
• Tech savvy, and comfortable in using a variety of computer systems
• High level of resilience and strong work ethic
• Previous experience in a call centre and fast paced environments (highly regarded)

What we offer

As an aspiring employer of choice, we have numerous benefits and initiatives to support you personally and professionally, including but not limited to:

• An organisation filled with talented, warm, and caring team members, so that you can bring your whole self to work
• Hybrid working environment and flexibility options
• Salary packaging and novated leasing
• Assess to a range of mental health and wellbeing initiatives
• Career development and progression opportunities
• A generous employee referral program
• An employee assistance program
• Study leave provisions
• Birthday leave…and much more!

How do I apply?

We encourage you to apply if you believe you have the skills, drive and ambition to truly make a difference and succeed!