About the role

Folio is an all-in-one platform that helps insurance brokerages across Australia and Current 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
Transparent, 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