Customer Support Specialist

About the role

HomeMade, part of the Attain Healthtech Group, is an approved aged care provider that helps older people self-manage their service providers through a technology platform. As a Support Specialist reporting to the Customer Support Team Leader, you will work closely with Support Partners to deliver a personal, friendly, high-quality service experience to customers throughout their HomeMade journey. The role is based in Sydney and is part of the HomeMade team.

Key responsibilities

• Support customers through proactive and reactive communications via multiple channels
• Manage a high volume of inbound and outbound phone calls and emails (cases)
• Work with Support Partners to sign up, onboard and deliver ongoing support to customers
• Provide guidance and training so customers can self-manage their HCP and achieve their goals
• Update customer profiles, accounts and shift notes daily, and keep systems such as Salesforce up to date
• Follow up on outstanding inquiries, feedback and complaints, and escalate unresolved issues
• Liaise with the internal accounts team for onboarding, payments and account updates
• Take part in workshops and team meetings to improve processes, and meet individual and team KPIs
• Help customers get the most out of systems and platforms, and assist with ad hoc onboarding tasks

Required profile

• Empathetic, supportive customer service skills, including handling technical enquiries
• Proactive, critical thinker and problem solver who enjoys teamwork and fast-paced work
• Interest in the Australian disability and aged care sectors
• Experience in customer service, sales or account management is preferred; aged care experience is appreciated but not essential

Required skills

• Confident use of Google Suite and Salesforce, or quick ability to learn similar systems
• Ability to troubleshoot and learn new tools