Key Responsibilities
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.
The Key to Your Success
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.
