About the team

You'll be part of the MPS Customer Service team, supporting customers across the aged care environment and working closely with Healthcare Operations, Production, Quality and Customer Care teams. The team is the first point of contact for customer enquiries relating to MPS products, systems and software, playing an important role in resolving issues, supporting customers and ensuring a smooth experience from onboarding through to ongoing service.

About the role

As a Customer Service Specialist, you'll provide responsive and solutions-focused support to MPS customers, helping resolve product, software and service-related enquiries. You'll investigate and troubleshoot issues, provide first-level system support, manage customer information and ensure enquiries are followed through to resolution. You'll also support the onboarding of new customers, working closely with internal teams to ensure a smooth transition and consistently high level of customer service.

Key responsibilities

- Respond to customer enquiries in a timely, professional and solutions-focused manner, actively listening to understand their needs, investigating issues and escalating more complex matters when required.
- Provide first-level support for MPS systems and applications, developing a strong understanding of internal systems and processes to troubleshoot customer queries and provide effective solutions.
- Support the onboarding of new customers by working closely with Healthcare Operations, Production and Quality teams to ensure a smooth transition to MPS within agreed timeframes.
- Maintain accurate and up-to-date customer information, enquiries,



issues and updates within Salesforce CRM and other relevant systems.
- Assess and prioritise enquiries based on urgency, impact and complexity, ensuring customer expectations are managed and regular updates are provided through to resolution.
- Build strong relationships with customers and internal stakeholders, identifying opportunities to improve customer satisfaction and strengthen ongoing customer relationships.
- Complete data entry, quality reviews and other customer service administration as required, while ensuring agreed deadlines and service expectations are met.
- Proactively identify recurring issues and opportunities for process or service improvements and raise these through the appropriate channels.

Selection criteria

- Minimum Senior Certificate, with 5+ years' experience in a customer service, customer support or similar role, ideally within a fast-paced or service-focused environment.
- Robust customer service and communication skills, with the ability to actively listen, understand customer needs, explain solutions clearly and manage challenging or sensitive conversations professionally.
- Excellent attention to detail and time management skills, with the ability to accurately maintain customer records, manage competing priorities and consistently meet agreed deadlines.
- Strong problem-solving and conflict-resolution skills,



with the ability to investigate issues, identify appropriate solutions and know when to escalate matters.
- Comfortable learning and supporting software applications, with the ability to quickly develop a strong working knowledge of systems and processes.
- Experience with Salesforce or another CRM system will be highly regarded, along with intermediate to advanced Microsoft Office skills and experience with tools such as SharePoint.
- A positive and collaborative team member who demonstrates initiative, remains calm under pressure and is adaptable to changing priorities and customer needs.

Why Join Us?

Grow your career with purpose - Access a wide range of learning and development programs, including our internally designed leadership courses (including our Women In Leadership program) to support your long-term growth. Be part of a purpose-driven organisation making a difference in healthcare, working with a collaborative and supportive team.

Be rewarded for your impact - Enjoy annual salary reviews linked to your performance, recognising the value you bring to the team.

Flexibility that works - Work from home one day per week, while staying connected with your team at our vibrant Preston Support Office four days a week. We're committed to supporting our people through life's important moments. Alongside our formal flexibility policies, we recognise that some circumstances, such as returning from parental leave or managing personal wellbeing may require additional consideration. In these situations, we work collaboratively on case by case arrangements to provide the support

📌 Customer Service Specialist (Australia)
🏢 Sigma Healthcare
📍 Australia