Customer Service Representative

Inspired and driven by our key purpose to remove the burden of compliance, Centro ASSIST helps NDIS and Aged Care providers redirect their focus to supporting staff and achieving the best outcomes for their participants.



We are a tight-knit, passionate team, all willing to chip in and put in the hard yards, whilst celebrating wins and sharing learnings along the way.



Centro is a software company in the NDIS and Aged Care sectors with a market-leading Quality Management System (QMS) offering. Centro’s software grows with its customers. We offer meaningful and impactful work, with a suite of products to suit the needs of businesses seeking support in registration, through to managing the audit process, and documenting company-wide policies and procedures.



ABOUT THE ROLE

We’re looking for an outstanding Customer Service Representative to join our growing team. As part of the onboarding for the successful candidate, you’ll be trained on the NDIS/ Aged Care market and how customers can use our solutions to remove the burden of compliance. We are looking for a self-starter who has a passion for making every client feel valued and is happy to work within a small team to achieve exceptional outcomes.

Working closely with the Customer Services Manager the roles key responsibilities include ensuring all clients receive outstanding service throughout their customer journey. This includes but not limited to:

Responding to Level 1 support enquiries by phone or email
Troubleshooting Level 2 incidents
Invoice management and general billing enquiries including renewals, cancellations and refunds
Web portal provisioning and deployment of content updates
Reporting based on subscription renewals, attrition and regular system health checks
Contribute to the development of NDIS/ Aged Care compliance content and product roadmap
Professional Services and ad hoc project work when applicable


ABOUT YOU

Minimum 2 years’ experience in support and/or account management
Strong customer focus with the ability to build trust and rapport
You enjoy working in an environment where you can self-manage. You can expect to have some difficult conversations with customers and enjoy solving problems
Working knowledge of CRM systems, Invoicing/Billing solutions (e.g. Chargebee, Microsoft Dynamics), IT Helpdesk/ Support Software (e.g. ServiceNow, Zendesk, Deskpro)
Strong communication and interpersonal skills
High level spoken and written English


Full time remote worker, AEST working hours.
We have team members based on the Gold Coast, Sydney and Cairns.
Opportunities for career and professional development
We want you to grow with us and therefore offer regular upskilling and training opportunities
Work with a market leader in Disability and Aged Care


Please note that only successful candidates will be contacted.