Customer Experience Specialist

**Customer Experience Specialist**

Come build the future of healthcare with us

Don’t be fooled by the job title - this role is all about **service, support, solutions** and **success** for our users (Healthcare Practitioners) and customers (Healthcare Organisations). Your role is to make sure they have the most exceptional experience with every single interaction they have with uPaged.

**About The Role**:
Your remit will cover 3 main areas:
**Onboarding and activation**: nurturing our customers into our product, setting them up, and making sure they are using it.

**Renewal and retention**: partnering with our customers, helping them get value from our software to support retention and lower churn.

**Advocacy and referral**:meeting our customers’ individual needs and helping them achieve success with our product, which, in turn, will help drive recommendations.

You will be the voice of our business - the first point of contact for our users (Healthcare Practitioners) and customers (Healthcare Organisations).

You will:

- conduct telephone interviews with healthcare practitioners to qualify their work experience and to onboard them to the platform
- send communications through Ontraport - our customer relationship management (CRM) system
- solve user and customer problems, troubleshoot issues and provide technical support for our users and customers
- listen to, gather, record, action and analyse feedback, and complaints (they’re rare)
- nurture healthcare practitioners or hospital administrators through the registration process. onboard and activate new accounts for our users and customers
- build practitioner and healthcare organisation profiles
- assist with data cleansing and ongoing development of our CRM
- record and report bugs from our app in Jira or Slack
- perform data entry tasks in relation to users and customers
- monitor and report on customer service performance and meet practitioner onboarding targets, and
- provide administrative support to the Founder as required.

**About You**:
Our ideal person:

- is single-minded about exceptional customer service.
- has a clear, empathetic, professionally respectful and informative communication style
- finds creative problem-solving fulfilling and challenging
- thrives in a dynamic, collaborative environment and is comfortable with ambiguity
- is self-motivated and is eager to learn, even if that means self-paced and self-initiated learning
- adapts quickly to changing priorities and customer needs
- uses their initiative over instruction - ie: when there’s a problem, you crack on and find a solution
- Sees the bigger picture and connects the dots between customer experience and our other business areas.

A nursing/healthcare background is a bonus, as is past customer service experience but it’s not a deal-breaker if you don’t have this experience or knowledge - we’re looking for a tech-savvy, fast learner with exceptional service skills.

The phone is your friend - you love talking to people, chatting through issues, and solving caller’s tech challenges.

**Skills You Need**:
In order to be successful in this role, you will demonstrate:

- high-level proficiency in the use of technology - we’re a tech company, so this isn’t negotiable.
- exceptional interpersonal, communication and customer service skills.
- strong relationship building skills - you can quickly build rapport, and have a friendly and professional demeanour.
- an ability to remain organised and retain high attention to detail - no matter what.
- critical thinking and problem-solving skills.
- an ability to take direction and follow through in a timely manner.

**Tools We Use**:
We don’t expect you to be able to use any or all of these already., but it’s a bonus if you do.

FreshDesk | Ontraport | Excel/GoogleSheets | Word/GoogleDocs | Powerpoint/GoogleSlides | Trello | Slack | Confluence | Jira | and in time, you’ll be expert in our proprietary (and very clever) tech.

**What We Offer**:
**Salary**: $60K - $70K dependent on experience + Super

**Employee Stock Ownership Plan**: Generous ESOP scheme after a qualifying period.

**Flexibility**: Our usual business hours are 9:00 am to 5:30 pm Monday to Friday. We have daily team stand-ups at 9:00 am Monday to Thursday and on Friday at lunchtime - these aren’t negotiable.

**Career Development and Training**: Grow with us and find your future roles within our team. Multiple opportunities to build your experience and learn new skills on the job and/or through formal and informal hard and soft skills training.

**Tools**: We’ll set you up with the tech and tools you need to do your job in the office and remotely.

**Need to Know**:

- we work on Macs so you’re ok with MacOS
- we’re a startup tech company, often dealing with non-tech users and customers, and led by a non-tech founder (who is actually all over the tech).
- as one of a team of 13, your role will be multifaceted with valuable opportunitie