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Concierge / Customer Experience Officer

Gough RecruitmentSydney, Australia

6 days ago

Job description

Stunning Eastern Suburbs location

Brand new role, Exclusive to GOUGH

Our Client is one of Australia's leading mortgage broking and lending advisory firm, based in the Eastern Suburbs. We are looking for a Concierge / Customer Service Officer who will be a brand ambassador and the first point of contact for the customer as they embark on their mortgage journey with us.

You will be joining a team who are passionate about their work and pride themselves on their customer-centered approach to mortgage broking, providing 6-star service to each and every client.

You will be an 'all-rounder' that willingly provides a range of timely administrative and customer support services to ensure we deliver on our promise to continually exceed our client's expectations and maintain long term relationships.

If you have the motivation to learn, we will provide you with the training and support to thrive.

You will help us with a range of tasks, including but not limited to :

Speaking to customers over the phone, discussing and understanding their needs and completing high level pre-qualification of their situation

Referring and booking client appointments with our network of brokers

Identifying, and executing on, referral opportunities for customers who may require assistance with other aspects of their mortgage journey

Acting as a continual touch point for customers at each point of their mortgage journey, from initial enquiry through to settlement and post-settlement

Working as part of a high performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow

Driving customer loyalty, advocacy and retention through exceptional customer interactions

General administrative and office support may also be required from time to time

What we're looking for :

Experience in a customer facing environment that is fast-paced and ever-changing

Exceptional communication skills with demonstrated ability to deliver service that promotes customer loyalty and advocacy

A genuine passion for speaking to people on a day-to-day basis and enjoy building rapport

A willingness to take ownership and be accountable for creating an exceptional customer experience

A team player

Salary negotiable on experience up to $95K

Background in finance or mortgage broking will be well-regarded, but not essential.

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Experience Officer • Sydney, Australia