Mable is hiring a
Customer Support Specialist

Summary

The job is for a Support Specialist at HomeMade, a health-tech company specializing in self-management of home care packages. The role involves proactive and reactive communications with customers, account management, and continuous improvement. The position is remote and can be based in NSW, VIC, or QLD Metropolitan.

Requirements

• 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
• Confident using Google suite, Salesforce, and cloud-based contact centre software or can demonstrate an ability to pick similar systems up quickly

Responsibilities

• Support HomeMade customers through proactive and reactive communications via multiple channels
• 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 HCP and achieve their goals
• Daily management of customer account documentation, including updating customer profile, accounts and shift notes. Updating systems (Salesforce) and Support Partners
• Follow up on outstanding Customer inquiries, feedback and complaints
• Recognise unhappy customers and work towards a resolution or escalate where required
• Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts
• 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
• Adhere to team processes and procedures and meet individual and team KPI
• Advocate for customers to ensure their needs are met and inquiry resolved

Preferred Qualifications

Experience in a customer service, sales/account management environment is preferred

Benefits

• Hybrid set-up - Work from home or in the office (depending on what suits your circumstance). Our Head Office is situated within the Hilton Hotel, in Sydney's CBD
• Be surrounded by a supportive, family-friendly working environment
• Ongoing career development opportunities
• Our Floating Public Holidays policy is just one way the company demonstrates its commitment to the wellbeing of our people and to creating a culture of greater inclusion
• One paid day per calendar year to volunteer for your community
• Enjoy 2 paid days each calendar year to focus on your health and wellbeing
• A 24/7 service that includes counselling for you and your immediate family
• Improved parental leave - We support our employees through their parental leave journey to enable them to balance work and family matters and successfully transition to their new life stage as working parents