Customer Service Representative Role Overview
This role is focused on delivering exceptional customer support across multiple channels. The successful candidate will have the ability to handle inbound and outbound enquiries with empathy and professionalism.
Key Responsibilities:
* Respond to customer inquiries via phone, email, live chat, and SMS in a timely and effective manner.
* Provide clear and concise information about NDIS Plan Management benefits and requirements.
* 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.
* Stay up-to-date with NDIS program rules and internal procedures to deliver informed and effective support.
* Utilize CRM systems like Salesforce to manage enquiries and complete administrative tasks.
Requirements:
* Previous experience as a customer service agent in a call centre environment.
* Strong problem-solving skills and ability to build empathy and rapport with customers.
* Excellent verbal and written communication skills.
* High attention to detail and focus on quality in documentation and interactions.
* Ability to work independently and collaboratively in a fast-paced environment.
* Adaptability to change and willingness to take initiative and ask for guidance when needed.
* Familiarity with CRM systems and templated/scripted communications.
* Understanding of NDIS and Code of Conduct requirements (desired).
What We Offer:
* A flexible hybrid work model with split time between home and office.
* A supportive and inclusive team culture that prioritizes employee well-being.
* Ongoing training and career development opportunities to enhance job performance.
* Access to a comprehensive Employee Assistance Program for mental health support.
* Discounts with major retailers and corporate health insurance rates.
Equal Opportunity Employer:
We welcome applications from candidates of all backgrounds and are committed to providing equal opportunities for employment and career advancement.