We’re powered by purposeMable 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:Resolving 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?Assisting the Mable community in a high volume inbound call centre environment, also supporting additional channels as required.Displaying excellent interpersonal skills with an empathetic and compassionate approach to customers.Recognising opportunities to increase customer satisfaction and working towards a resolution or escalating where required.Providing information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform.Proactively educating our users on getting the most out of Mable based on their individual needs.Advocating for customers to ensure their needs are met and inquiries resolved.Providing broader business teams with insights and feedback to support process and platform improvements.Delivering standard service excellence that is in line with our code of conduct and company values.Adhering to team processes and procedures and accurate record-keeping in Salesforce.Meeting individual and team KPIs, and undertaking other duties and responsibilities as required.What are we looking for?Excitement about working in a fast-paced, high-volume environment, thinking big, and acting with a sense of urgency for our customers.A champion in delivering world-class customer service with a passion for providing excellent customer outcomes.A good listener, problem-solver, critical thinker, and a people person.Care for customers and willingness to go the extra mile to get them the best outcomes.Resilience and self-starting motivation to get things done.Experience using Salesforce or similar CRM systems and a desire to learn new things.A love for working in a collaborative team that enjoys having fun and supporting each other.Exhibit adaptability, resilience, transparency, trustworthiness, passion, and innate curiosity.Our ValuesWe’re Switched On: We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.We’re Bold: We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.We’re One: We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.We’re Impactful: We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.Our BenefitsPower your career ️: Learn from industry experts, experienced leaders, and on-the-job opportunities.Work away: Get a creative boost working overseas for 4 weeks in a rolling 12-month period.Access parental leave: Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.Work with flexibility: We’re a hybrid workplace. Collaborate at home or in the office - whatever works for you and your team.Take a floating public holiday: Acknowledge a significant day your way with family and friends.Be rewarded: Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.Get paid to take a break: Get one extra paid leave day per quarter for what makes you happy.Inclusion at Mable: Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates.People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for!We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.Where to find us onlineCareers Page -https://bit.ly/3Mz8Ym1Glassdoor - https://bit.ly/3z0K328YouTube -https://bit.ly/34L7DlPInstagram -https://bit.ly/3pgAOXkFacebook -https://bit.ly/3ic6LhQLinkedIn -https://bit.ly/3ie6Q4U
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