Customer Support Specialist HYBRID — PERMANENT - FULL TIMESYDNEY / BRISBANE MableSydney, NSW, AUHomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies.
While our companies are diverse, three similarities bind us:1.
We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care2.
We believe in technology as an enabler3.
We're driven by helping customers attain better outcomesThis position is part of the HomeMade team.About HomeMadeHomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes.
You'll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.To find out more, visit About the roleAn exciting chance exists to join our team as a Support Specialist, helping people to live the life they want.Reporting directly to the Customer Support Team Leader you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.To support our customers and keep operations running smoothly, we require flexibility to work within the hours of Monday to Friday, 7:00am – 7:00pm.
Full-time team members work 38 hours per week,



with schedules rostered within these operating hours.Key ResponsibilitiesSupport HomeMade customers through proactive and reactive communications via multiple channelsManage a high volume of inbound and outbound phone calls and emails (known internally as cases)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 goalsDaily management of customer account documentation, including updating customer profile, accounts and shift notes.
Updating systems (Salesforce) and Support PartnersFollow up on outstanding Customer inquiries, feedback and complaints.Recognise unhappy customers and work towards a resolution or elevate where requiredLiaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accountsEngage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvementProactively work with customers to help get the most out of systems and Service Partners platformsAdhere to team processes and procedures and meet individual and team KPIAdvocate for customers to ensure their needs are met and inquiry resolvedAssist the Onboarding Management with ad hoc tasks at the discretion of the Senior ManagerUndertake other duties and responsibilities as required.The Key to Your SuccessBring empathetic and supportive customer service skills to our full range of customers and experiences, including responding to technical enquiries.You will be proactive, a critical thinker and a great problem solverYou are a good listener, problem solver and people personYou pride yourself and gain great satisfaction in providing amazing customer serviceYou care about your customers and will always go the extra mile to get them the best outcomesHomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshootingYou need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quicklyExperience in a customer service, sales/account management environment is
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📌 Customer Support Specialist Hybrid — Permanent - Full Timesydney / Brisbane
🏢 Mable
📍 Brisbane