Dedicated Customer Service Professional

20 hours ago

Sydney, New South Wales, Australia beBeeDisability Full time $70,251 - $80,154

**Customer Service Advocate Role Overview**

As a dedicated customer service professional, you will bridge two critical divisions within our organization.

Firstly, the Complaints Resolution and Referral Service (CRRS), where you will effectively manage complaints from customers of Disability Employment Services (DES), Disability Advocacy Services, and Australian Disability Enterprises (ADE).

You will provide personalized, confidential advice to support customers in resolving their issues.

Secondly, you will assist with the National Disability Abuse and Neglect Hotline, promoting fair treatment of people with disabilities and achieving social justice and equality.

Working with individuals with disabilities, you will witness remarkable resilience and strength, motivating you to deliver exceptional results every day.

We seek someone whose values align with ours, demonstrating patience, empathy, and a 'people-first' attitude. The ideal candidate will effectively manage their caseload with professionalism.

**Key Responsibilities:**

  • Complete case management activities following established procedures.
  • Collaborate with managers to meet service Key Performance Indicators (KPIs).
  • Perform clerical tasks related to cases and maintain accurate electronic records.
  • Facilitate self-directed resolution and make timely referrals to advocacy agencies.
  • Provide objective Case Summaries and follow up on notifications.
  • Engage in local resolution as required and work with Resolution Officers.
  • Maintain impartiality, ensuring all parties' needs are considered.

**Required Skills and Qualifications:**

  • Excellent communication, interpersonal, and telephone skills.
  • Ability to manage workload, meet deadlines, and analyze situations.
  • Strong analytical and problem-solving skills.
  • Willingness to work independently and as part of a team.
  • Proficiency in MS Office and other computer systems.
  • Commitment to delivering exceptional customer service.

**Desirable Skills and Training:**

  • Knowledge of disability rights and expectations.
  • Negotiation, conflict resolution, and quality management skills.

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