Customer Service Specialist

About the role

As a Customer Service Specialist at MyIntegra, you will be the primary point of contact for participants navigating the NDIS. You will respond to enquiries via phone, email, live chat and SMS, providing professional, friendly and timely support while clearly explaining Plan Management benefits.

Key responsibilities

• Handle inbound and outbound enquiries across multiple channels with empathy and professionalism.
• Communicate NDIS requirements and Plan Management benefits in a clear, supportive manner.
• Build trust and rapport with customers through compassionate communication.
• Investigate and resolve issues by identifying root causes, offering effective solutions and following up to ensure satisfaction.
• Maintain accurate records of all interactions for audit and compliance purposes.
• Apply NDIS Program Rules and internal procedures to deliver informed support.
• Use MyIntegra’s systems, including Salesforce/CRM, to manage enquiries and complete administrative tasks.

Required profile

• Experience as a customer service agent in a call centre environment.
• Strong active‑listening, call‑flow control and problem‑solving abilities.
• Excellent verbal and written communication skills.
• High attention to detail and quality in documentation.
• Effective time‑management in a fast‑paced setting.
• Ability to work both independently and collaboratively.
• Adaptability, initiative and willingness to seek guidance when needed.
• Familiarity with CRM systems such as Salesforce.
• Understanding of NDIS and Code of Conduct requirements (desirable).

Required skills

• Salesforce (CRM)

What we offer

• Flexible hybrid work model (home and office).
• Supportive, inclusive and friendly team culture.
• Opportunity to make a meaningful impact for people with disability.
• Ongoing training, career development and progression pathways.
• Comprehensive Employee Assistance Program.
• Discounts with major retailers and corporate health insurance rates.