Customer Service Representative

About the role

As the first voice customers hear, you will be the primary point of contact for patients, practice staff and practitioners using HotDoc’s patient engagement platform. You will handle Level 1 enquiries across phone, chat and email, resolve issues using the knowledge base, and triage more complex cases to specialist teams.

Key responsibilities

• Respond to Level 1 enquiries via phone, chat and email within defined service levels, aiming for first‑contact resolution.
• Answer product‑related “how‑to” and billing questions, and troubleshoot basic system errors using documented fixes.
• Accurately triage Level 2 and 3 enquiries, providing a complete handover to specialist teams.
• Maintain detailed records of every interaction, keep customers informed, and follow up on ageing cases.
• Perform routine administrative tasks such as refunds, account adjustments, data entry and email handling.
• Contribute to the internal knowledge base and share learnings with the team.

Required profile

• Experience in a customer‑facing role (retail, hospitality, contact centre, reception, etc.).
• Strong spoken and written communication skills, able to explain technical steps clearly.
• Comfortable using web‑based software and Google Workspace, with a quick learning ability for new systems.
• High attention to detail and ability to follow processes accurately.
• Ability to manage multiple enquiries, prioritize by urgency and remain calm under pressure.
• Curiosity about software troubleshooting and a willingness to learn from feedback.

Required skills

• Google Workspace
• Zendesk or similar ticketing/CRM tool (preferred but not essential)
• AI‑assisted drafting and research tools

What we offer

• Clear progression ladder with defined next steps and pay scales.
• Hybrid working model – one Team Day per week in the Melbourne CBD office.
• Generous L&D budget, career coaching and strengths coaching.
• Free health and wellbeing programs from day one, plus EAP services.
• Inclusive, supportive team culture with company‑wide events.