From the epic to the everyday, engineers help solve the challenges we face as a society. Whether they’re employing AI to create sustainable vertical farms in our urban food deserts, or utilizing robotics to build smart prosthetics for amputees, engineers benefit our community. With more than 112,000 members, Engineers Australia is the voice of the profession, and we need you to help us drive mutual value for our members and industry partners.

This is your invitation to join the Customer Engagement team!

The Customer Engagement Agent (CEA) role provides a proactive level of service through outbound engagement between Engineers Australia, our members (plus potential members), other organisations, and the public. Customer Engagement Agents are the first line of contact for all EA customers. CE Agents seek to provide the best customer service through their knowledge of EA business, people and processes. Agents are trained to understand information across the business and are dynamic working on both inbound enquiries and outbound campaigns, whilst engaging with other areas of EA to assist customers. Agents aim to add value to customers and EA business through their service.

The role is offering an attractive base salary + super + extensive employee benefits and rewards (outlined below)!A day as our Customer Engagement Agent could look like:

• Be “Customer Ready” (i.e., logged and prepared to always deliver a positive customer experience) and all visitors should be welcomed and greeted appropriately.

• Provide and deliver exceptional customer experience in line with the team’s service KPI’s.

• Enhance customer engagement through delivery of outbound campaign activities including but not limited to; follow up of new member leads, follow up of incomplete applications, data cleansing activities, member upgrade activities, welcome/on-boarding calls, renewals, and retention activities.

• Accountable for achieving member growth, member retention and campaign targets/KPI’s.

• Use active listening skills and appropriate questioning to ascertain customer needs and identify opportunities to deliver value add services. Where required, follow-up all customer enquiries to ensure customer satisfaction and first call resolution.

• Follow appropriate Member Service Standard Operating Procedures for consistency in delivering a positive customer experience.

• Provide feedback to Team Leader Customer Engagement regarding customer intel.

• Handles customer complaints in a professional manner according to EA's complaints escalation processes.

Here’s What We’re Looking For

• A bright and positive attitude

• Data entry and office administration skills

• Familiarity with financial transactions (highly desirable)

• Experience with CRM systems (highly desirable)

• Contact Centre experience (highly desirable)Here’s What’s On Offer

Engineers Australia exists to advance society through great engineering. As an employer, we seek to advance your career through great experiences. We do that by offering:

• A role that ignites your strengths and supports your development

• An inclusive team that consciously works on staying socially connected

• Flexible work options and a national team that embraces hybrid ways of working

• Access to growth and development through coaching and our investment in our leadership experience

• Generous remuneration and access to a suite of benefits that includes salary packaging, professional membership fees, and complimentary TPD and life insurance

Ready to apply?

Click ‘Apply Now’ to submit your cover letter and current resume by Friday, 24 February 2023.Diversity, inclusion and your privacy

Engineers Australia is an equal opportunity employer, and we embrace diversity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills, and are committed to creating a safe inclusive environment for all employees. Please visit the Engineers Australia website to view our Privacy Policy in relation to the collection of candidate information: www.engineersaustralia.org.au/work-for-engineers-australia.We work flexibly at Engineers Australia and encourage you to talk to us about how this role can be flexible for you and any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability, let us know how we can provide you with additional support