Mable

Support Specialist

Mable

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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Tech Stack

CloudSwift

About the role

  • Support HomeMade customers through proactive and reactive communications via multiple channels
  • Manage a high volume of inbound and outbound phone calls and emails (known internally as cases)
  • 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
  • Assist the Onboarding Management with ad hoc tasks at the discretion of the Senior Manager
  • Undertake other duties and responsibilities as required.

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
  • 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
  • It’s important to note that while home/ aged care experience is appreciated, it's not essential to succeed in the role.
Benefits
  • Power your career ⚡️
  • Access parental leave 👶
  • Work with flexibility 🏠
  • Flexi Leave Days 🌴
  • Take a floating public holiday 🫶🏾
  • Be rewarded 🏆
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceproblem solvingtechnical supportaccount managementdocumentation managementKPI managementtroubleshooting
Soft Skills
empathyactive listeningproactivitycritical thinkingadaptabilityresiliencetransparencytrustworthinesspassioncuriosity