Customer Support Specialist

2 months ago

Melbourne, Australia Mable Full time

**We’re powered by purpose**

Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms.

We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020 So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector.

The role of the Customer Support Specialist is uniquely designed to service all users of the Mable platform. The team is trained across everything Mable and is critical to driving customer engagement and loyalty.

We have multiple roles within this category covering part-time and full-time hours.

**How will I make an Impact?**

**As part of the customer support team, you will drive impact by**:

- Being able to resolve customer inquiries in the first interaction.
- Being a customer advocate, sharing customer feedback with the broader business to improve customer satisfaction
- Providing education and support tailored to meet the individual needs of all Mable customers
- Promoting self-service of the platform to enable complete choice and control of support needs

**What will I be doing?**:

- Be part of a vibrant and caring team, assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required.
- Display excellent interpersonal skills with an empathetic and compassionate approach to customers
- Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required
- Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform
- Proactively educate our users on getting the most out of Mable based on their individual needs.
- Advocate for customers to ensure their needs are met and inquiries resolved.
- Provide broader business teams with insights and feedback to support process and platform improvements
- Deliver standard service excellence that is in line with our code of conduct and company values
- Adhere to team processes and procedures and accurate record-keeping in Salesforce
- Meet individual and team KPIs, and undertake other duties and responsibilities as required

**What are we looking for?**:

- You are excited about working in a fast-paced, high-volume environment, think big, and act with a sense of urgency for our customers.
- You are a champion in delivering world-class customer service and have a passion for providing excellent customer outcomes.
- You are a good listener, problem-solver, critical thinker, and a people person.
- You care about your customers and will always go the extra mile to get them the best outcomes.
- You are resilient and a self-starter. You are motivated to get things done.
- You have experience using Salesforce or similar CRM systems and enjoy learning new things.
- You love working in a collaborative team that enjoys having fun and supporting each other.
- You exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.

**Our Values**

**We’re Switched On **\uD83D\uDCA1

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.

**We’re Bold **\uD83D\uDCE3

We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.

**We’re One **\uD83E\uDD1D

We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.

**We’re Impactful **\uD83C\uDF1F

We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.

**Our Benefits
**Power your career ️**

Learn from industry experts, experienced leaders, and on-the-job opportunities.

**Work away \uD83C\uDF0E**

Get a creative boost working overseas for 4 weeks in a rolling 12-month period.

**Access parental leave \uD83D\uDC76**

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.

**Work with flexibility **\uD83C\uDFE0**

We’re a hybrid workplace. Collaborate at home or in the office - whatever works for you and your team.

**Take a floating public holiday** \uD83E\uDEF6\uD83C\uDFFE

Acknowledge a significant day your way with family and friends.

**Be rewarded **\uD83C\uDFC6**

Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

**Get paid to take a break **\uD83C\uDFDD️**

Get one extra paid leave day per quarter for what makes you happy.

**Inclusion at Mable**

People with lived experience of disabil

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