Customer Service Specialist

4 days ago

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

As a Customer Service Specialist at KinCare, you will play a vital role in delivering exceptional customer experiences.

This position involves maintaining a solution-oriented approach to address customer needs and concerns. You will effectively respond to changing customer requirements by reviewing care plans, updating service activities, and collaborating with relevant stakeholders.

The primary objectives of this role are:

  • To maximise billable hours while supporting customers throughout their journey with KinCare.
  • To collaborate with relevant stakeholders to manage requests, complaints, and escalations efficiently.
  • To follow established procedures and manage requests according to documented information in Salesforce or emails.
  • To effectively manage incidents, hazards, and complaints in alignment with respective policies and escalate when necessary.
  • To ensure timely escalation of clinical situations to the appropriate clinical team.
  • To handle invoicing inquiries, direct debit requests, and fee considerations.
  • To commit to continuous improvement, implementing corrective actions, and ensuring organisational compliance.
About You

To succeed in this role, you should possess:

  • A strong focus on customer experience gained through working in a similar industry.
  • A passion for community work and dedication to delivering high-quality services.
  • Advanced written and verbal communication skills to effectively interact with customers and internal stakeholders.
  • The ability to build strong internal relationships, including working within a multidisciplinary team.
  • Excellent time management and prioritisation skills to meet deadlines and work under pressure.
  • Strong organisational and analytical skills to identify issues and potential solutions.
  • The ability to work independently and proactively, identifying areas for improvement.
  • Proficiency in computer software, including Microsoft Office Suite and database management.
  • Prior knowledge or exposure to CHSP would be advantageous.
What We Offer

As a full-time permanent employee, you can expect:

Competitive salary: $80,000 - $110,000 per annum.

A comprehensive benefits package, including opportunities for professional growth and development.

A dynamic and supportive work environment that fosters collaboration and innovation.

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