Senior Customer Experience Specialist
1 week ago
About Kincare:
We are a dynamic organisation dedicated to delivering high-quality care services. Our team is passionate about making a positive impact in the lives of our clients.
Job Summary:
We are seeking a skilled and experienced Senior Customer Experience Specialist to join our team. This role will be responsible for providing exceptional customer service, driving billable hours, and collaborating with stakeholders to manage requests, complaints, and escalations.
Key Responsibilities:
- Drive and maximise billable hours within scope whilst supporting client journeys.
- Collaborate with relevant stakeholders to manage requests, complaints, and escalations.
- Follow procedures and manage requests according to documented information in Salesforce or emails.
- Manage incidents, hazards, and complaints in alignment with respective policies and escalate where required.
- Ensure all clinical situations are escalated to the appropriate clinical team in an effective and timely manner.
- Manage invoicing inquiries, direct debit requests, and fee considerations.
Requirements:
- A strong customer experience focus gained through working in CHSP or similar previous role
- Previous demonstrated 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 manage multiple priorities
- Strong organisational and analytical skills
- Ability to work independently and proactively, identifying issues and potential solutions
- Advanced computer skills including word, excel, power point, database management
Benefits:
- A competitive salary range of AU$80,000 - AU$100,000 per annum
- Opportunities for professional growth and development
- A collaborative and supportive work environment
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