Description
HomeMade, Mable, Leap in!, and Mable Direct are entities under the Attain Healthtech Group of companies. They exist to create lasting, positive change across the entire care and support sector, impacting more lives, elevating standards, and shaping the future of care. They believe in technology as an enabler and are driven by helping customers attain better outcomes.
As a Customer Support Specialist at HomeMade, you will play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You will report directly to the Customer Support Team Leader and work closely with Support Partners to deliver a personal, friendly, high-quality service experience to customers.
Key Responsibilities:
- Support HomeMade customers through proactive and reactive communications via multiple channels
- Manage a high volume of inbound and outbound phone calls and emails
- Work closely with Support Partners to sign up, onboard, and deliver ongoing support to HomeMade customers
- Provide high-quality customer support, guidance, and training to customers to help self-manage their HCP and achieve their goals
- Daily management of customer account documentation, including updating customer profiles, accounts, and shift notes
- Follow up on outstanding customer inquiries, feedback, and complaints
- Recognize unhappy customers and work towards a resolution or escalate where required
- Liaise with the internal accounts team to facilitate swift onboarding of Service Providers, make payments, and update customer accounts
- Engage in regular workshops and team meetings to evaluate current processes and procedures with a view to continuous improvement
- Proactively work with customers to help get the most out of systems and Service Partners platforms
- Adhere to team processes and procedures and meet individual and team KPIs
- Advocate for customers to ensure their needs are met and inquiries resolved
- Assist the Onboarding Management with ad hoc tasks at the discretion of the Senior Manager
- Undertake other duties and responsibilities as required.
The Key to Your Success:
- Bring empathetic and supportive customer service skills to customers and experiences, including responding to technical inquiries
- Be proactive, a critical thinker, and a great problem solver
- Be a good listener, problem solver, and people person
- Pride yourself on providing amazing customer service
- Care about customers and go the extra mile to get them the best outcomes
- Be tech-savvy, with experience using Google Suite, Salesforce, and cloud-based contact center software
- Have experience in a customer service or sales/account management environment (preferred)
- Enjoy working in a team towards team goals, deadlines, and weekly KPIs
- Approach work with high energy, drive, and internal motivation in a fast-paced and flexible environment
- Have a strong connection to or interest in building an understanding of the Australian disability and aged care sectors and communities
- Exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.
Additional Information:
- HomeMade offers various benefits, including powering your career with learning opportunities, access to parental leave, flexible work arrangements, flexi leave days, a floating public holiday, and a reward and recognition program.