This is a Customer Support Specialist - HomeMade role with Mable based in Sydney, New South Wales, Australia. Role Seniority: A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
More about the Customer Support Specialist - HomeMade role at Mable:
This role is for HomeMade - a related entity of Mable. We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.
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Key Responsibilities: Support HomeMade customers through proactive and reactive communications via multiple channels. Work closely with the 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 profile, accounts and shift notes. Follow up on outstanding customer inquiries, feedback and complaints. Recognise unhappy customers and work towards a resolution or escalate where required. Liaise with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update customer accounts. Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint 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. The key to your success: Bring empathetic and supportive customer service skills to our full range of customers and experiences. You will be proactive, a critical thinker and a great problem solver. 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 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. Key Strengths: Interpersonal aptitude. Drive. Customer champion. A Final Note: This is a role with Mable not with Hatch. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.#J-18808-Ljbffr
