Customer Service Lead

Vor 2 Tagen

Brisbane, Österreich Revere Recruitment Vollzeit

Great opportunity for a passionate customer service expert
11th December, 2024
We are excited to partner up with the Pop Family.
Pop is Australia's leading telehealth Speech Pathology company.
Established in 2016, our female-led company has grown from a team of 2 in January 2019, to a team of 70+ in November 2024.
Their fast-paced growth has seen Pop transition from start-up to scale-up, providing amazing career growth opportunities for all members.
Pop services over 1400+ families every week, online, and has plans to continue to grow & develop our service over the years to come.They have established a values-driven organisation built on a culture of excellence, driven by a passion for making a meaningful impact and creating ripples of change in the world
They are now looking for a passionate Customer Success Lead - Sales & Intake with strong customer service, administrative and prioritisation skills who will be flexible and responsive.
About the role:

This role works as part of their support crew to ensure smooth running of Pop Business.
The role is based in our Cannon Hill office and will have some flexibility to WFH following a successful onboarding period.
The Customer Success Lead plays an integral part in the success of the business, leading the onboarding of our new clients.
The day to day of the role includes:
Engage with potential clients through phone calls, emails, and website inquiries, answering questions and helping them understand our services.
Using HubSpot CRM and various digital tools to track the customer journey from immediate start to scheduled follow ups to post-discharged services.
Selling their Service
Be passionate about their mission and vision and this role is integral in sharing this with the world
Pro-actively following up clients along the customer journey to troubleshoot any barriers to commencing speech therapy with Pop.
Working with the clinical intake team to match our clients with the perfect speech pathologist for their therapy journey.
Working with families to find the perfect time in their week for speech therapy sessions.
Liaising with third parties such as schools, NDIS Support Coordinators and others to onboard clients and help get them set up for success.
Being flexible to work as part of a team, to cover other administrative team members during periods when they are away or a task is of a high priority.
These include the functions that support the entire customer lifecycle stages.
About you:

Proven customer service, intake and sales experience, ideally in a high-volume environment.
Strong knowledge of Google Suite, Zoom, CRM systems equivalent to (Hubspot, Salesforce, Pipedrive, Zoho Desk), and Slack.
Experience with softphones in a virtual environment.
Excellent prioritisation skills & flexibility to problem-solve quickly.
Flexibility to step outside the confines of your role as an integral part of our fast-growing company to cover team members, or take on new challenges and responsibilities.
Experience developing and reviewing systems & processes to optimise efficiency.
You're an exceptional communicator in both written and verbal form.
Ability to work independently to meet KPIs.
We'd Love it if You Also Have… (The Bonus Points)
Previous experience in Healthcare, especially Allied Health.
Knowledge of the NDIS and other funding models.
Adequate knowledge to complement base-level ICT support (Yes we have a dedicated IT Provider to support Level 1 to 3 matters).
Connections with Rural & Regional Australia (we care about our beginnings).
Where You Can Stalk Us Online (Go on, you know you want to)
We're on Instagram and Facebook @popfamily.au.
You can meet our team at www.popfamily.au/meet-the-team.
We also have a podcast
Just search Pop Family Podcast wherever you listen to your favourite true crime stories.
Don't miss out on being part of something special, a team that cares and not to mention a generous reward on offerIf you are keen to find out more, apply now
Or reach out via chat.
#J-18808-Ljbffr

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