Helping Hands: Customer Experience Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeCustomerSupport Full time

Delivering exceptional customer experiences is at the forefront of our efforts in this dynamic role.

Key Responsibilities
  • We handle inbound and outbound enquiries across multiple channels with empathy and professionalism, ensuring a seamless experience for our customers.
  • We clearly communicate NDIS requirements and benefits, addressing their needs and concerns effectively.
  • We build trust and rapport with customers through open, compassionate communication, fostering long-term relationships.
  • We investigate and resolve customer issues by identifying root causes, offering effective solutions, and following up to ensure satisfaction.
  • We maintain accurate and detailed records of all customer interactions for audit and compliance purposes.
  • We learn and apply NDIS Program Rules and internal procedures to deliver informed and effective support.
  • We utilize our systems and platforms to manage enquiries and complete administrative tasks efficiently.
About You
  • To thrive in this role, you will bring experience as a customer service agent in a call centre, with active listening and call flow control.
  • You will possess strong problem-solving skills and ability to build empathy and rapport, ensuring a positive outcome for our customers.
  • You will have excellent verbal and written communication skills, conveying complex information clearly and concisely.
  • You will demonstrate high attention to detail and focus on quality in documentation and interactions.
  • You will manage your time effectively in a fast-paced environment, prioritizing tasks to meet deadlines.
  • You will be able to work independently and collaboratively, adapting to changing circumstances.
  • You will be adaptable to change and willing to take initiative and ask for guidance when needed.
  • You will be familiar with CRM systems like Salesforce and templated/scripted communications.
  • You will understand NDIS and Code of Conduct requirements, applying them consistently.
What We Offer
  • We provide a flexible hybrid work model, allowing you to balance home and office life.
  • We offer a supportive, inclusive, and friendly team culture, promoting collaboration and growth.
  • We provide opportunities to make a meaningful impact in the lives of people with disability, enhancing their experiences.
  • We offer ongoing training, career development, and progression opportunities, helping you grow professionally.
  • We provide access to a comprehensive Employee Assistance Program, supporting your well-being.
  • We offer discounts with major retailers and corporate health insurance rates, enhancing your benefits.

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