Centralised Service Team Member (Customer Service & Arrears Handling)

National Storage -
Brisbane QLD

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Job Details

Full-time
$37.42 an hour
10 days ago

Benefits

Parental leave
Referral program

Qualifications

Communication skills
Negotiation

Full Job Description

The Opportunity:

Full Training provided with ongoing development opportunities
CBD Location
Be part of an inclusive, diverse, and well-supported team culture

The Role:

We are looking for a confident, resilient, call centre professional to join our Centralised Service team. Based in our Brisbane CBD Contact Centre, this role will play a critical part in ensuring our customers across AU and NZ have paid their account within the pre-agreed company timeframe, contacting them via email, SMS, inbound or outbound calls.

If you are confident in handling challenging conversations, naturally resilient and empathetic, and enjoy solving problems, this could be the role for you.

Our Contact Centre consistently produces incredible engagement scores year on year – you will be joining a vibrant, supported, well-performing team.

Shift hours will be:

Monday: 8.30am - 5pm
Tuesday to Friday: 9am - 5pm
Days Off: Saturday and Sunday

Key responsibilities:

Assist our customers to make payment exhausting all methods to mitigate the chance of them falling through the debtor plan/bad debt resulting in the auction of their unit or bad debt being raised against them.
Ensure that accurate tracking, payments and follow-ups are made to give the customer every opportunity to make payment.
Ensure that all Arrears Escalations (Post-Auction/Final Outcome Advisal) are actioned and communicated respectfully with empathy within agreed time scales.
Take ownership of auction set up – initiate contact with centres and work with them in order to create fast turnaround auctions with accurate information.

About You:

Demonstrated success in complaints resolution.
Previous experience in an environment handling potentially vulnerable customers (eg domestic violence, severe financial hardship).
Excellent communication skills with emphasis on listening, negotiation and influencing (objection handling).
Strong service focus with an ability to resolve customer complaints / problems.
Demonstrated resilience to handle tough conversations.

About Us

Established in 2000, National Storage is a leading self-storage operator across Australia and New Zealand, with over 300 centres, 100,000+ customers, and a highly acquisitive growth strategy.

If you are looking to be part of a great company doing great things, we’d love to hear from you!

Benefits of Working with Us:

Permanent role with an industry leader.
Structured training with a continued focus on development
Generous company paid parental leave
Discounts on a range of storage services including units and merchandise
Unique wine offers and discounts through our subsidiary company Wine Ark
24-hour wellbeing support for you and your family through our Sonder partnership
Reimbursements for approved wellbeing services under our WellNS Wallet Program
Exclusive discounts on a range of leading retailers, hotels, restaurants and more

Start your journey - APPLY NOW!

Please note, applicants may be subject to pre-employment checks which can include reference checks, medical checks and, with consent, police background checks. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. For this role, only those candidates with the eligible right to work will be considered.

Please note that this role is being sourced directly through National Storage and agency submissions will not be considered unless requested.

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