Customer Experience Specialist

1 month ago

Sydney, New South Wales, Australia Kincare Full time

About the role:

This role focuses on delivering exceptional customer experiences by adopting a solution-oriented approach. It involves responding to customers' changing needs by reviewing care plans, updating service activities, and collaborating with relevant stakeholders.

You can be based anywhere in Australia and it's a 6-month secondment opportunity.

The key objectives of this role include:

  • Maximizing billable hours within scope while supporting CHSP customer journeys.
  • Collaborating with stakeholders to manage requests, complaints, and escalations.
  • Fulfilling procedures and managing requests according to Salesforce or email documentation.
  • Managing incidents, hazards, and complaints in alignment with respective policies and escalating when necessary.
  • Ensuring timely escalation of clinical situations to the appropriate clinical team.
  • Managing invoicing inquiries, direct debit requests, and fee considerations.
  • Maintaining organizational compliance through continuous improvement and corrective actions.

About you:

  • A strong customer experience background gained through working in CHSP or similar roles.
  • Previous experience in an office/administration role.
  • 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, managing multiple priorities.
  • Strong organizational and analytical skills.
  • Ability to work independently and proactively, identifying issues and potential solutions.
  • Advanced computer skills, including word, excel, power point, and database management.

Next steps:

Review the requirements carefully and submit your updated CV via the link above if you meet the criteria and are interested in applying. We are not accepting external applications at this time. A full position description is available upon request.

If you have any questions, please email us at talent@kincare.com.au.

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