Customer Support Specialist
vor 2 Monaten
This is a Customer Support Specialist role with one of the leading companies in AU right now 🔥 -- Mable -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Mable 🧐🧐
**We’re powered by purpose** Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020 So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector. The role of the Customer Support Specialist is uniquely designed to service all users of the Mable platform. The team is trained across everything Mable and is critical to driving customer engagement and loyalty. **How will I make an Impact?** ### **As part of the customer support team, you will drive impact by:** - Being able to resolve customer inquiries in the first interaction. - Being a customer advocate, sharing customer feedback with the broader business to improve customer satisfaction - Providing education and support tailored to meet the individual needs of all Mable customers - Promoting self-service of the platform to enable complete choice and control of support needs ### **What will I be doing?** - Be part of a vibrant and caring team, assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required. - Display excellent interpersonal skills with an empathetic and compassionate approach to customers - Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required - Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform - Proactively educate our users on getting the most out of Mable based on their individual needs. - Advocate for customers to ensure their needs are met and inquiries resolved. - Provide broader business teams with insights and feedback to support process and platform improvements - Deliver standard service excellence that is in line with our code of conduct and company values - Adhere to team processes and procedures and accurate record-keeping in Salesforce - Meet individual and team KPIs, and undertake other duties and responsibilities as required ### **What are we looking for?** - You are excited about working in a fast-paced, high-volume environment, think big, and act with a sense of urgency for our customers. - You are a champion in delivering world-class customer service and have a passion for providing excellent customer outcomes. - You are a good listener, problem-solver, critical thinker, and a people person. - You care about your customers and will always go the extra mile to get them the best outcomes. - You are resilient and a self-starter. You are motivated to get things done. - You have experience using Salesforce or similar CRM systems and enjoy learning new things. - You love working in a collaborative team that enjoys having fun and supporting each other. - You exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.
🚨🚨 If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.
Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Mable.
✅ Applying here is the first step in the hiring process for this role at Mable.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.
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