Customer Advocate

4 weeks ago

Melbourne, Australia HotDoc Full time

**Welcome to HotDoc
Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 8 million app downloads in Australia.

The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 21,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists. We’ve helped patients book over 9 million COVID-19 vaccinations (and counting)

We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.

**What’s in it for you**

We are looking for someone who genuinely cares about delivering a great customer experience.

You will work in an outgoing and supportive team who are supporting clinics and patients to get the most out of the HotDoc software. As part of the wider Customer Experience team, you will enable the best possible healthcare experience for our customers through being ‘customer obsessed’.

In this role, you will use your troubleshooting skills to dig into complex products and will have the ability to learn them from the inside out. You will also use your top notch communication skills to be able to explain product how-to’s, as well as complex issues to our clinics and patients.

**This is a full time, fixed term role for 12 months.**

**What will you be doing?**
- Educate and empower our customers to become better HotDoc users by being the genius behind our Support Pages and How-To guides.
- Report bugs and user experience issues to our Product Development Team.
- Own the customer experience and work to exceed expected targets around customer satisfaction and response time.
- Liaise with the Product Development Team by being the voice of our customer feedback and proposing new solutions.
- Previous experience working in a Customer Service or Customer Support role, ideally involving an element of technical troubleshooting.
- The ability to deal with a wide variety of customers or clients, adjusting how you convey information and ideas accordingly.
- Experience cross-collaborating with other teams while working towards a common goal.
- A natural and friendly phone manner.

**You’re just the person we’re looking for if you can demonstrate that**
- You’re a socially conscious person who wants to be in a role that positively impacts Australian healthcare
- You’re empathetic and care about doing right by others
- You can take ownership of problems and their solutions
- You’re prepared to speak up and question the status quo
- You’re passionate about technology, health IT and/or SaaS

**What do our employees love about working for HotDoc?**

Our people are at the heart of HotDoc. We are an employee first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.
- Remote & hybrid workers are all set up to work effectively from home.
- Hybrid workers can enjoy the flexibility to work from home and work from our CBD office.
- Access to our ‘Look After Yourself’ Health & Wellbeing Program.
- Access to a generous L&D and book budget and free access to the Go1 platform.
- 8 additional Covid Leave days on top of 10 Personal Leave days.
- Parental leave program including 12 weeks paid primary caregiver pay & 6 weeks paid secondary caregiver pay.
- 3 x HotWeeks per year with company wide events & activities in the office for all remote and hybrid staff.
- Access to 8 EAP sessions per year through Uprise.
- Access to Career & Strengths coaching with out in-house L&D Coach.
- Dedicated Manager training & Leadership Coaching Program for developing leaders.

**HotDoc is a place where you can be you.

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