Customer Care Consultant

3 months ago

Sydney, Australia Kincare Full time

About the role:

This role is responsible for providing a positive customer experience by maintaining a solution-oriented approach. You will be able to comfortably respond to customers' changing needs by reviewing care plans, updating service activities and liaising with relevant stakeholders.

The overall objectives of this role include:

  • Drive and maximise billable hours within scope whilst supporting their customer journey within KinCare.
  • Collaborate with relevant stakeholders to manage requests, complaints and escalations.
  • Follow procedures and manage requests according to the information documented in Salesforce or emails.
  • Manage incidents, hazards and complaints in alignment to 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, fee considerations requests
  • Committed to continuous improvement, implementing corrective actions and ensuring organisational compliance

About you:

  • Strong customer experience focus gained through working in a similar or comparable industry
  • Passion for community work
  • Advanced written and verbal communication skills
  • Ability to build strong internal relationships including working within a multidisciplinary team
  • Ability to meet deadlines and work under pressure 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, PowerPoint, database management
  • Previous knowledge or exposure to CHSP would be advantageous

Next steps:

Please note that this is an internal opportunity only and external candidates will not be considered. You can be based in any location around Australia and it’s a full-time permanent role.

If you are interested in applying, please seek endorsement from your current manager before submitting your updated CV.

A position description will be available upon receipt of your application.

Applications close: 5pm, Friday 6th October 2023.

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