Customer Service Consultant

• Provide timely, accurate, and high-quality customer service via phone and email
• Resolve general enquiries and provide account management information on services
• Build positive relationships during customer interactions while maintaining a professional and friendly manner
• Ensure customer satisfaction is a priority
• Record accurate information in the customer relationship management system (SSAMS)
• Perform administrative activities supporting service delivery
• Achieve KPIs, agreed service levels, and target Net Promoter Score (NPS)
• Execute responsibilities consistently with Smartgroup’s vision and values
• Support existing AccessPay salary packaging customers
• Service a customer base of over 100,000 customers

• Strong verbal and written communication
• Customer-focused
• Resilience
• Demonstrated accountability and follow-through to resolve customer issues
• Attention to detail and accuracy
• Excellent time management and ability to multitask
• Initiative and improvement-oriented
• Self-starter
• Ability to work in a fast-paced environment
• Ability to understand and articulate technical information
• At least 12 months of experience in a customer service role, ideally in a contact centre or frontline service environment
• Demonstrated experience in a result-oriented and quality-focused environment
• Experience with lead generation/referral, or confidence/capability in lead generation
• Minimum 12 months in a similar contact centre role/environment

• Learning opportunities, mentoring, and support
• Team-building experiences and company-wide celebrations
• Wellness programs
• World-class office spaces in premium business hubs
• Opportunities to work directly with international clients and global brands
• Continuous learning and development
• Engaging employee programs
• Vibrant and inclusive culture