About the Role
We are seeking a highly skilled Customer Experience Specialist to join our team. In this role, you will be responsible for delivering exceptional customer support via various channels, ensuring timely and professional interactions.
Key Responsibilities:
* Respond to customer inquiries across multiple platforms with empathy and professionalism.
* Clearly communicate NDIS requirements and Plan Management benefits in a supportive manner.
* Build trust and rapport with customers through open and compassionate communication.
* Investigate and resolve customer issues by identifying root causes and offering effective solutions.
* Maintain accurate records of all customer interactions for audit and compliance purposes.
* Apply NDIS Program Rules and internal procedures to deliver informed support.
* Utilize CRM systems to manage enquiries and complete administrative tasks.
About You
To thrive in this role, you should possess:
* Experience as a customer service agent in a call centre environment.
* Strong problem-solving skills and ability to build empathy and rapport.
* Excellent verbal and written communication skills.
* High attention to detail and focus on quality in documentation and interactions.
* Time management skills in a fast-paced environment.
* Ability to work independently and collaboratively.
* Adaptability to change and willingness to take initiative and ask for guidance.
* Familiarity with CRM systems and templated/scripted communications.
* Understanding of NDIS and Code of Conduct requirements is desirable.
Benefits
We offer a range of benefits, including:
* A flexible hybrid work model.
* A supportive and inclusive team culture.
* The opportunity to make a meaningful impact in the lives of people with disability.
* Ongoing training and career development opportunities.
* Access to a comprehensive Employee Assistance Program.
* Discounts with major retailers and corporate health insurance rates.
Application Process
Apply through your preferred job board with your resume and cover letter. Successful applicants will undergo a NDIS Worker Screening Check and employment reference check.