Customer Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeePatient Full time $80,000 - $150,000

Our company is dedicated to delivering exceptional patient experiences. We're looking for a skilled professional to play a critical role in ensuring patient satisfaction by directly addressing and resolving complex queries and escalations.

As a key member of our support team, you will help manage and triage patient tickets that need higher attention. Your work will have a direct impact on improving our experience and supporting the health outcomes of our patients.

Key Responsibilities:

  • Escalations Management: Review interactions with patients, draft tailored responses, and regularly call patients directly to assist in resolving their issues.
  • Patient Satisfaction Improvement: Proactively address escalations where patient satisfaction is at risk, helping to turn around potentially negative experiences.
  • Collaboration & Triage: Work closely with support managers and team leads to prioritize and triage tickets, ensuring efficient use of time and resources.
  • Training & Development: Assist in training frontline team members to improve their response quality, reducing escalations over time.
  • Feedback & Continuous Improvement: Gather and analyze patient feedback to identify recurring issues, collaborating with other departments to improve processes.
  • External Reviews Management: Manage and improve external review presence, including resolving issues highlighted in platforms like TrustPilot and Product Review.

**About You (What We're Looking For)**

We're seeking someone with a passion for delivering exceptional customer experiences. You'll be patient, detail-oriented, and thrive in a fast-paced environment. Ideally, you'll have experience in customer service and support, with a proven ability to handle escalations and complex queries.

**Required Skills and Qualifications**

  • Strong problem-solving skills and a calm, empathetic approach to resolving customer issues.
  • Experience in customer service, patient support, or operations.
  • Ability to work with and train large teams, ideally across multiple locations.
  • Excellent communication skills, both written and verbal.
  • Analytical mindset with the ability to identify trends and provide data-driven recommendations.

**Why Join Our Team?**

Our team is passionate about delivering high-quality results. You'll get to work with talented individuals who care deeply about our patients. We offer opportunities for growth and development, with regular feedback and performance reviews.

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