Customer Relations Jobs | Main Region
Customer Relations Consultant Jobs in Australia
What does a Customer Relations Consultant do?
A Customer Relations Consultant provides exemplary service and support during customer interaction. They play a pivotal role in answering queries, resolving issues, providing financial information about products and services, and forwarding on any leads to the sales team.
What skills does a Customer Relations Consultant need to have?
Providing outstanding customer service is at the forefront of everything that a Customer Relations Consultant does. Excellent communication and interpersonal skills are regarded as essential to effectively achieve this. Comprehensive knowledge of financial products and services is closely related to maximising customer satisfaction. Conflict resolution skills and the ability to multitask are also vital in building a strong rapport and effectively deal with any complaints without having to escalate them. Being an effective first point of contact, answering queries, and addressing any conflict issues are three of the key aspects of the role.
First point of contact
As the initial point of contact, it is crucial for a Customer Relations Consultant to leave an adequate first impression. Whether it is a new or existing customer, a Customer Relations Consultant can use an enthusiastic and professional tone to quickly build rapport. Extensive knowledge of financial products and services is essential as it allows a Customer Relations Consultant to speak with confidence. This is regarded as a genuine asset when trying to create a comfortable environment for the customer.
Providing information/Answering Queries A Customer Relations Consultant is in the frontline when it comes to providing information. Comprehensive knowledge of financial products and services are considered essential with knowledge of business structure expected to be acquired through training. If a Customer Relations Consultant is unable to answer a query, they must know the relevant party within the business that will be able to. Effective communication and interpersonal skills are a requirement not only with customers but with colleagues as well. Addressing enquires in an efficient and timely manner promotes greater customer satisfaction, reputation, and brand awareness.
Conflict Resolution The role of a Customer Relations Consultant can involve dealing with high-pressure situations and demanding customers. It is important to stay calm and patient. Confidence in product knowledge, and active listening are useful traits when dealing with any conflict. Strong interpersonal relationships and organisation knowledge will also assist, as many matters will need to be referred to specific departments. Understanding processes relating to conflict resolution and sticking to them is critical.
Customer Relations Consultant job responsibilities
- Provide outstanding customer service to new and existing customers
- Communicate with clients via various channels including phone and email
- Resolve customer enquiries or liaise with the relevant team members to find a solution in an effective and timely manner
- Possess a strong knowledge of financial products and services
- Build and develop a strong rapport with new and existing customers
- Deliver leads to the sales team about any business opportunities which arise in your dealings with a customer
- Act as a first point of contact and being able to resolve conflict in this high-pressure situation
- Perform administration tasks such as data entry, filing and updating customer information when required
- Meet customer service and contact centre KPI’s
Skills and experience employers are looking for
It is common for a Customer Relations Consultant in the financial sector to have a formal qualification in finance, business, or management. This is not essential with customer service experience also taken into consideration.
- Strong communication and interpersonal skills
- Ability to multitask
- Excellent conflict resolution skills
- Excellent knowledge of financial products and services
- Ability to use CRM software
Strong communication and interpersonal skills are essential for a Customer Relations Consultant and considered a must-have by employers. The ability to quickly build strong relationships with customers is seen as a genuine asset. This could be done by actively listening to what it is that they want and providing them with information about products that will best suit their needs. There is an expectation that a Customer Relations Consultant will be able to demonstrate a certain level of expertise regarding product offering and any relevant processes.
The ability to multi-task is critical in a fast-paced environment like a contact centre where a Customer Relations Consultant will receive countless requests and queries on a daily basis. The main objectives are to maintain a high standard of customer satisfaction while attempting to generate new leads for the sales team. Those who have a strong history of building strong working relationships and effectively addressing enquires will be looked at favourably.
Part of being an outstanding Customer Relations Consultants is dealing with conflict when it arises. Conflict resolution is one of the most difficult assignments facing a Customer Relations Consultant, and one that requires great skill. Employers expect consultant to understanding processes relating to conflict resolution and to remain calm while following them. While doing this, employers find it beneficial if a Customer Relations Consultant can display patience and empathy. These characteristics will help in providing solutions and minimising the number of matters that are escalated.
One of the responsibilities for a Customer Relations Consultant is to have a complete understanding of the product and services offered by your employer. Providing excellent customer service is a priority, but those will the ability to identify and capitalise on sales opportunities will be well positioned. Employers have noted that excellent Customer Relations Consultants regularly benefit from career progression.
The use of CRM software is becoming an industry standard. A Customer Relations Consultant will find it beneficial to be competent in the use of CRM and other business software. Effective use of these tools can assist a Customer Relations Consultant in terms of communicating with customers, building rapport, and achieving organisational goals such as sales targets.
What type of employers hire Customer Relations Consultants?
Financial Services – Customer Relations Consultants will work in numerous industries with the finance and banking providing an abundance of employment opportunities.
Commercial – There are Customer Relationship Consultants jobs available in commercial businesses. In these organisations, they are a point of contact between internal and external stakeholders.
Sales – There are opportunities for Customer Relations Consultants within sales across a range of industries. Experience with Salesforce and related CRM software will be in a strong position for such roles.
Customer Relations Consultants qualifications
- Bachelor’s Degree in business, marketing or finance will be viewed upon favourably
- High School Certificate
- CRM software knowledge
How much does a Customer Relations Consultant earn?
The earnings potential for a Customer Relations Consultant will vary depending on the industry in which they work within. For our latest guide on typical earnings as a Customer Relations Consultant, please refer to our Hays Salary Guide.
How to work as a Customer Relations Consultant in Australia
- Bachelor’s Degree in business, marketing or finance will be advantageous but not essential.
- Experience in customer service or sales.
- Work on your core skills, especially communication and conflict resolution skills.
- Knowledge of CRM software, and Microsoft Office are considered beneficial.
- Extensive knowledge of banking/financial products throughout the financial sector.