Customer Support Specialist

This role is for HomeMade - a related entity of Mable

HomeMade is a related entity to Mable and operate as a completely separate business, however both have a shared vision for self-management.

We are a health-tech start-up established in 2020, focusing on transforming home care in Australia through our creative approach which is designed to support people in achieving their goals whilst living at home.

Leveraging on our technology platform, we are an approved provider that specialise in self-management. We partner with our customers to create unique support plans that meet their needs and optimise their funds, making the most out of their Home Care Package (HCP). Our approach is simple and keeps people in control of their package, funding, and support.

To find out more, click here .

An exciting opportunity exists to join our team as a Support Specialist , helping people to live the life they want.

Reporting directly to the Service & Support Manager you will be working closely with our Support Partners to deliver a personal, friendly, high-quality service experience as our customers go through all stages of the HomeMade journey.

This remote role can be based from NSW, VIC or QLD Metropolitan.

Key Responsibilities

Support HomeMade customers through proactive and reactive communications via multiple channels
Work closely with the Support Partners to sign up, onboard and deliver ongoing support to Homemade customers.
Provide high quality customer support, guidance and training to customers to help self-manage their HCP and achieve their goals
Daily management of customer account documentation, including updating customer profile, accounts and shift notes. Updating systems (Salesforce) and Support Partners
Follow up on outstanding Customer inquiries, feedback and complaints.
Recognise unhappy customers and work towards a resolution or escalate where required
Liaising with our internal accounts team to facilitate swift onboarding of Service Provider, make payments and update Customer accounts
Engage in regular workshops and team meetings to evaluate current processes and procedures with a viewpoint to continuous improvement
Proactively work with customers to help get the most out of systems and Service Partners platforms.
Adhere to team processes and procedures and meet individual and team KPI
Advocate for customers to ensure their needs are met and inquiry resolved.