Client Specialist

**_Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees. _**:

- People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply. Our interview processes are inclusive and will accommodate additional needs when required.

**A little about us...**

Founded in 2014, Mable has become one of Australia's largest and fastest growing healthtech marketplaces. Our platform is an online community of independent support workers who offer their services directly to people who are seeking aged care or disability support.

We’re thrilled to have been recognised within AFR’s Fast 100 list in 2021, Deloitte’s Tech Fast 50 2021 Awards and we won the Australian Growth & Australian Technology Growth Company of the Year Award 2020 This is an awesome opportunity to join a thriving scale up whose profit for purpose mission is transforming the aged care and disability support sectors.

**Mission**: We’re redefining support for disability and aged care in Australia by helping people who are aging or living with disability to connect with independent support people in their community.

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**What we do**

Reporting to the Snr Manager of Matching and Onboarding, this role will sit within our Client Specialist teams and your objective will be to work with our high involvement clients to assist their retention to Mable.

**What will I be doing?**:

- Build relationships with your assigned clients to understand their goals and provide an account manager for their one main point of contact
- Work on matching clients to support providers, through use of data list, coordinator profile to ensure that all clients continue supports
- Helping assist clients in regards to IT, Platform and Finance Issues.
- Helping onboard clients to our sister companies Homemade/Plan M
- Dealing with Customer complaints and incidents that arise in line with our Trust and Safety procedures/team.
- Communicate with other parts of the business to achieve timely outcomes for the clients
- Maintain retention of your allocated clients and deliver care of your portfolio
- Help to grow the portfolio of services that each client obtains from the Mable platform.
- Deliver service standard excellence that is in line with our code of conduct and company values
- Adhere to all company procedures, values and policies so that you provide an accurate representation of the company to all potential clients
- Ensure thorough and accurate record keeping in Salesforce
- Meet and exceed role KPIs agreed to in performance check-ins
- Assist the Onboarding Management with ad hoc tasks at the discretion of the Snr Manager
- Undertake other duties and responsibilities as required

**What are we looking for?**:

- You will be proactive with following up your clients, a great problem solver
- You are a good listener, critical thinker, and people person
- You pride yourself and gain great satisfaction in providing amazing customer service
- You care about your customers and will always go the extra mile to get them the best outcomes
- You are willing to learn and develop your skills for this role undertaking any training necessary Mable is a technology business, therefore we need tech savvy people who love to learn new things.
- You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly
- Experience in a customer service, sales/account management environment is preferred
- You enjoy working in a team towards team goals, deadlines and weekly KPIs
- You approach work with high-energy, drive and internal motivation in a fast paced and flexible environment
- Strong connection to, or interest in building an understanding of the Australian disability and aged care sectors and communities
- You exhibit adaptability, resilience, transparency, trustworthiness, passion and innate curiosity

**Life at Mable**

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**Sydney CBD Office - **Two minutes walk from Town Hall Station, we’ve recently taken over an entire floor of the Hilton Hotel building with state-of-the-art facilities and tools you need to get the job done (hello, #scaleup life).

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**Hybrid working model -** We love to encourage a healthy balance between team collaboration and home/ family commitments.

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**WFH Set Up Allowance - **A generous $800 to help you kit out your home office.

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**Competitive Remuneration -** Everyone at Mable contributes to the bigger picture mission so we want you to feel financially rewarded.

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**Wellbeing & Mental health -** We offer floating public holidays and access to our Employee Assistance Program (App + counselling).

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**Time away from our desks to recharge - **Enjoy additional days off to celebrate your birthday, support your c