This is a Customer Service Specialist role with one of the leading companies in AU right now Mable with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Mable This role is for HomeMade - a related entity of Mable HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management. We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home. Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support. To find out more, click here. An exciting opportunity exists to join our team as a Customer Service Specialist helping people live the life they want. Reporting directly to the Support Team Lead 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. Day to day will see you - Supporting HomeMade customers through proactive and reactive communications via multiple channels, including inbound and outbound calls and email - 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 Homecare Package and achieve their goals - Daily management of customer account documentation, including updating customer profiles and account - Recognise unhappy customers and work towards a resolution or escalate where required - Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement - Proactively work with customers to help get the most out of systems and Service Partners platforms. - Work closely with our Service Partners to successfully onboard our Customers to their platforms. - Adhere to team processes and procedures and meet individual and team KPIs - Provide education and support tailored to meet the individual needs of all HomeMade customers What are we looking for? - Bring 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 solver - You are a good listener, problem solver and people person - You pride yourself and gain great satisfaction in providing amazing customer service - You care about your customers and will always go the extra mile to get them the best outcomes - HomeMade is a technology enabled business, therefore we need tech savvy people who love to learn new things and experience troubleshooting - You need to be confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly - Experience in a customer service, sales/account management environment is preferred - You enjoy working in a team towards team goals, deadlines and weekly KPIs - You approach work with high-energy, drive and internal motivation in a fast paced and flexible environment - Strong connection to, or interest in building an understanding of the Australian disability and aged care sectors and communities - You exhibit adaptability, resilience, transparency, trustworthiness, passion and innate curiosity. Who you will be working with You would be joining our team, a group of people who know they can make a difference to their customers. We are an efficient, contemporary, and customer-focused business that works in a Supportive family-friendly working environment. If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Mable. ✅ Applying here is the first step in the hiring process for this role at Mable. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.