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, elevate what you cannot, and keep the customer informed from start to finish.Key responsibilitiesAnswer customer questions by phone, email and through the customer portal, within the response times we publishAsk the right questions to work out what is going on and how urgent it is, then log it properly in our case management systemCategorise and prioritise each case using our service management frameworkFix what you can yourself, including anything covered by our guides or already within your know-howLook after your own case queue and make sure nobody is left waiting without hearing from usConfirm what is actually happening, work out which accounts or records are affected, and gather the evidence before escalatingWrite and talk in plain language, while showing your knowledge of our platform and ways we can help customersTell people what is happening next and when,



and then do what you said you would doKeep case records accurate and complete and add to the knowledge base by writing up what you have solvedHelp recent customers get started, including guiding them through their initial setupAbout youExperience in a customer-facing role, whether that is support, service delivery, hospitality, retail, financial services or something similarUnderstanding of Microsoft 365 services, including SharePoint, Teams, Outlook, OneDrive, and DataverseClear, professional writing, with spelling, grammar and structure you can stand behindConfidence on the phone, including with a customer you have never spoken to who might be frustratedYou pick up new software quickly, and you are comfortable finding your way around admin screens and settingsGood organisation and ability to juggle competing priorities and still hit deadlinesAccuracy and attention to detail when recording informationHappy to work a roster across our published support hoursService-minded — you see a person who needs help, not a ticket that needs closingLevel-headed — you stay calm and polite when a customer is frustratedBe careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Customer Care Specialist (Melbourne)
🏢 Folio Digital
📍 Melbourne