Customer Care - Live Chat Specialist

Buscojobs; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job description

At MMS, our purpose is clear: To make a difference to people's lives. Guided by this commitment, we offer tailored solutions to clients and customers across our businesses in Australia and New Zealand.

Our vision is to be your trusted partner, simplifying complexities and turning challenges into opportunities. Our diverse services – from salary packaging and fleet management to disability support – aim to enhance your financial wellbeing and empower your aspirations.

The Customer Care - Live Chat Specialist is a specialist role within our national contact centre supporting the Live Chat communication channel and managing responses to up to 5 live chats at any one time from customers and service providers.

In this role, you will provide exceptional customer service for all enquiries and concerns across the Live Chat platform, whilst promoting and educating customers on our products and services. You will display a high level of ownership and problem-solving to ensure customer enquiries and complaints are managed efficiently and effectively.

In addition, you will support inbound and outbound calls and emails from existing customers and providers while ensuring first call resolution; and complete educational outbound calls to better enhance our customer’s journey and experience.

You will regularly liaise with other departments to share innovative ideas to promote continuous improvement within customer management and administration.

What you’ll bring:

• A strong customer service focus with a specialisation in Live Chat
• Strong experience working in a Contact Centre environment, achieving KPIs
• You enjoy assisting customers with their enquiries and can provide simple explanations to complex issues
• Exceptional verbal and written communication skills
• Proficient use of Client Relationship Management Systems

At MMS we are driven by and aligned to our values of:

• Customer Always: Keep the customer at the heart of all we do.
• Everyone Matters: Foster inclusivity and respect in every interaction.
• Better Together: Build collaborative teams that thrive together.
• Strive for Greatness: Deliver exceptional outcomes and continuous improvement.

What we can offer you:

• Novated leasing benefits and discounts
• 12 weeks paid parental leave and access to our Parents Portal
• Comprehensive learning and development opportunities to support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan

As an employer who embraces Diversity, Equity & Inclusion, we hold a collective commitment to foster an environment where all differences are valued and respected. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply.

Please note only shortlisted applicants will be contacted and all successful candidates will undergo a National Police check and credit checks and must provide a valid Working with Children check.