Customer Service Specialist

5 days ago

Brisbane, Queensland, Australia Mable Full time

This role is for HomeMade - a related entity of Mable

HomeMade is a related entity to Mable and operates as a completely separate business, however both have a shared vision for self-management.

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach designed to support people in achieving their goals whilst living at home.

Leveraging our technology platform, we are an approved provider that specializes in self-management. We partner with our customers to create unique support plans that meet their needs and optimize their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

An exciting opportunity exists to join our team as a Customer Service Specialist helping people live the life they want.

Reporting directly to the Support Team Lead, you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.

This remote role can be based from NSW, VIC, or QLD Metropolitan.

Day to day will see you

  • Supporting HomeMade customers through proactive and reactive communications via multiple channels, including inbound and outbound calls and email.
  • Working closely with the Support Partners to sign up, onboard, and deliver ongoing support to HomeMade customers.
  • Providing high-quality customer support, guidance, and training to customers to help self-manage their Homecare Package and achieve their goals.
  • Daily management of customer account documentation, including updating customer profiles and accounts.
  • Recognizing unhappy customers and working towards a resolution or escalating where required.
  • Engaging in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement.
  • Proactively working with customers to help get the most out of systems and Service Partners platforms.
  • Working closely with our Service Partners to successfully onboard our Customers to their platforms.
  • Adhering to team processes and procedures and meeting individual and team KPIs.
  • Providing education and support tailored to meet the individual needs of all HomeMade customers.

What are we looking for?

  • Empathetic and supportive customer service skills to our full range of customers and experiences, including responding to technical inquiries.
  • Proactive, critical thinker, and great problem solver.
  • Good listener, problem solver, and people person.
  • Pride in providing amazing customer service.
  • Care about customers and will always go the extra mile to get them the best outcomes.
  • Tech-savvy individuals who love to learn new things and experience troubleshooting.
  • Confidence using Google Suite, Salesforce, and cloud-based contact centre software or ability to quickly learn similar systems.
  • Experience in a customer service, sales/account management environment is preferred.
  • Enjoy working in a team towards team goals, deadlines, and weekly KPIs.
  • High-energy, drive, and internal motivation in a fast-paced and flexible environment.
  • Strong connection to or interest in building an understanding of the Australian disability and aged care sectors and communities.
  • Exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.

Who you will be working with

You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a supportive, family-friendly working environment.

The values we live by

PUT PEOPLE FIRST - People and relationships matter most.

FOSTER FREEDOM - Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.

DO THE RIGHT THING - What is fair, honest, open, ethical, and transparent.

BE BOLD - With a vision to imagine and create a brighter future.

Life at HomeMade

Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is situated within the Hilton Hotel, in Sydney's CBD.

We care - Be surrounded by a supportive, family-friendly working environment.

Keep growing with us - Ongoing career development opportunities.

Floating Public Holidays - Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion.

Volunteer day - One paid day per calendar year to volunteer for your community. We encourage you to volunteer in the disability or aged care sector, but it's your choice

Flexi Leave Days - Enjoy 2 paid days each calendar year to focus on your health and wellbeing.

Employee Assistance Program - A 24/7 service that includes counselling for you and your immediate family.

Improved parental leave - We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents.

We are one

As an organization, we celebrate our diversity and welcome all people regardless of lifestyle, ethnicity, faith, sexual orientation, and gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don't feel like you 'tick all the boxes', we strongly encourage you to apply nonetheless. We value diversity across experience and you might well just bring something to HomeMade that we are looking for

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

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