Customer Care

2 weeks ago

Adelaide, South Australia Ech Full time

Newly created opportunity within the Service Delivery Team
- Attractive salary package with not-for-profit benefits.
- Full-time position, based in newly renovated Parkside office
- Join a progressive not-for-profit that truly fosters an environment where clients and employees get more out of life.

**About ECH**

At ECH, we take pride in our work, our teamwork, and the positive impact we make on people's lives. We believe our people drive our success, and how we work together is just as important as what we achieve. By embracing technology and flexible working, we create a better balance between work and life.

We're always looking for ways to improve the lives of older South Australians. To do this, we invest in our people. Everyone has the chance to grow, learn, and advance their career at ECH. We also value and celebrate diversity, recognising the strength it brings through different ideas, experiences, and perspectives.

**About the Opportunity**

As a crucial part of ECH's service delivery team, the newly established Customer Care & Support Specialist will be the primary contact for triaging customer complaints and conducting investigations. In this role, you will conduct thorough investigations to identify the root causes of complaints, assess their validity, and coordinate with relevant departments to gather essential information for resolution.

You will communicate clearly and empathetically with customers throughout the resolution process, providing regular updates on the status of their complaints. Additionally, you will ensure that formal responses are drafted and that all investigation materials are accurately documented.

Additionally, you will play a key role in training and developing various teams, fostering a culture of exceptional customer service and effective complaint handling.

**About You**

You take pride in your excellent communication and interpersonal skills, enabling you to build strong relationships with both internal and external stakeholders. Proficiency in Microsoft Office Suite and a comfort with technology systems is essential. Experience using complaints management software and proven record with complaints data management is highly desirable.

As a proactive and driven individual, you will identify opportunities to enhance service delivery and support business growth. Your respectful and empathetic communication style, combined with a passion for providing outstanding service, will be key to your success in this role.

**Essential Criteria**
- National Police Check
- Driver's license
- 3-5 years of customer service or complaint management experience

This position offers you the opportunity to leverage your respectful and empathetic communication skills to create a responsive, caring environment for our residents and their families, ensuring a positive customer experience.

**Some Perks for You**

The Customer Care & Support Specialist will work with a supportive and agile team that values the growth and development of its people. ECH work with its employees to foster growth and provide opportunities that align to your own professional career goals.

As part of a not-for-profit organisation, you can enjoy salary packaging benefits of up to $18,549 per year to reduce your taxable income.

**Applications close: Friday 18**th** October 2024

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