About the role

Folio is an all-in-one platform that helps insurance brokerages across Australia and New Zealand, spend less time on administration and more time with their clients.

As a Customer Care Specialist you are the first person customers talk to. You will take customer questions as they come in, across every channel we support. You will resolve what you can at first contact, escalate what you cannot, and keep the customer informed from start to finish.

Key responsibilities

- Answer customer questions by phone, email and through the customer portal, within the response times we publish
- Ask the right questions to work out what is going on and how urgent it is, then log it properly in our case management system
- Categorise and prioritise each case using our service management framework
- Fix what you can yourself, including anything covered by our guides or already within your know-how
- Look after your own case queue and make sure nobody is left waiting without hearing from us
- Confirm what is actually happening, work out which accounts or records are affected, and gather the evidence before escalating
- Write and talk in plain language, while showing your knowledge of our platform and ways we can help customers
- Tell people what is happening next and when,



and then do what you said you would do
- Keep case records accurate and complete and add to the knowledge base by writing up what you have solved
- Help new customers get started, including guiding them through their initial setup

About you

- Experience in a customer-facing role, whether that is support, service delivery, hospitality, retail, financial services or something similar
- Understanding of Microsoft 365 services, including SharePoint, Teams, Outlook, OneDrive, and Dataverse
- Clear, professional writing, with spelling, grammar and structure you can stand behind
- Confidence on the phone, including with a customer you have never spoken to who might be frustrated
- You pick up new software quickly, and you are comfortable finding your way around admin screens and settings
- Valuable organisation and ability to juggle competing priorities and still hit deadlines
- Accuracy and attention to detail when recording information
- Happy to work a roster across our published support hours
- Service-minded — you see a person who needs help, not a ticket that needs closing
- Level-headed — you stay calm and polite when a customer is frustrated

📌 Customer Care Specialist (Melbourne)
🏢 Folio Digital
📍 Melbourne