Customer Experience Advocate

15 hours ago

Sydney, New South Wales, Australia Kincare Full time
About the Role

We are seeking a skilled Customer Experience Advocate to join our team at Kincare.

This key role is responsible for delivering exceptional customer experiences by adopting a solution-focused approach. The successful candidate will be able to effectively respond to changing customer needs by reviewing care plans, updating service activities, and collaborating with relevant stakeholders.

The primary objectives of this role include:

  • Maximizing billable hours while supporting CHSP customer journeys.
  • Collaborating with stakeholders to manage requests, complaints, and escalations.
  • FOLLOWING PROCEDURES AND MANAGING REQUESTS ACCORDING TO DOCUMENTED INFORMATION IN SALESFORCE OR EMAILS.
  • Managing incidents, hazards, and complaints in alignment with respective policies and escalating where required.
  • Escalating clinical situations to the appropriate clinical team in an effective and timely manner.
  • Handling invoicing inquiries, direct debit requests, and fee considerations requests.
  • Committing to continuous improvement, implementing corrective actions, and ensuring organizational compliance.

About You:

To be successful in this role, you will require:

  • A strong focus on customer experience gained through working in CHSP or similar previous roles.
  • Previous demonstrated experience in an office/administration environment.
  • Advanced written and verbal communication skills.
  • Ability to build strong internal relationships, including working within a multidisciplinary team.
  • Ability to meet deadlines and work under pressure while managing multiple priorities.
  • Strong organizational and analytical skills.
  • Ability to work independently and proactively, identifying issues and potential solutions.
  • Advanced computer skills, including word processing, spreadsheet management, presentation design, and database management.

Benefits:

As a valued member of our team, you can expect:

  • A competitive salary package.
  • Ongoing professional development opportunities.
  • A supportive and collaborative work environment.

Salary Range: AU$80,000 - AU$110,000 per annum.

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