Customer Support Specialist

20 hours ago

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

This is a unique opportunity to join Mable, a leading health-tech start-up, as a Customer Support Specialist. You will be part of a dynamic team that is transforming home care in Australia through a creative approach designed to support people in achieving their goals while living at home.

Key Responsibilities
  • Provide proactive and reactive communications to customers via multiple channels, ensuring a personal and friendly service experience.
  • Work closely with Support Partners to sign up, onboard, and deliver ongoing support to customers.
  • Offer high-quality customer support, guidance, and training to help customers self-manage their Home Care Package (HCP) and achieve their goals.
  • Manage customer account documentation, including updating customer profiles, accounts, and shift notes.
  • Follow up on outstanding customer inquiries, feedback, and complaints, recognizing unhappy customers and working towards a resolution or escalation when required.
  • Liaise with the internal accounts team to facilitate swift onboarding of Service Providers, make payments, and update customer accounts.
  • Engage in regular workshops and team meetings to evaluate current processes and procedures with a view to continuous improvement.
  • Proactively work with customers to help them get the most out of systems and Service Partners platforms.
  • Adhere to team processes and procedures and meet individual and team KPIs.
  • Advocate for customers to ensure their needs are met and inquiries resolved.
The Key to Your Success
  • Bring empathetic and supportive customer service skills to our full range of customers and experiences.
  • Be proactive, a critical thinker, and a great problem solver.
  • Pride yourself and gain great satisfaction in providing amazing customer service.
  • Care about your customers and will always go the extra mile to get them the best outcomes.
  • Be confident using Google Suite, Salesforce, and cloud-based contact centre software or demonstrate an ability to pick similar systems up quickly.
  • Experience in a customer service, sales/account management environment is preferred.
  • Enjoy working in a team towards team goals, deadlines, and weekly KPIs.
  • Approach work with high-energy, drive, and internal motivation in a fast-paced and flexible environment.
  • Have a strong connection to or interest in building an understanding of the Australian disability and aged care sectors and communities.

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