Customer Service Specialist

at  MyIntegra

ABOUT YOU

To be successful in this role you will need to have:

• Minimum 2 years of experience in customer service
• Excellent verbal, written communication and troubleshooting skills.
• Ability to work independently and as part of a team.
• Ability to manage time effectively in a fast-paced environment with competing priorities handling complex inquiries.
• Excellent attention to detail.
• Prior experience using Salesforce, or a similar CRM is desirable, but not essential

ABOUT US

MyIntegra provides Plan Management and Support Coordination to people with disability, their families and carers. We have been operating since the National Disability Insurance Scheme (NDIS) rollout in 2016, championing empowered living for people with disability. We provide independent and unbiased support to NDIS participants looking for possibilities to maximise their plan and supports. Based in Australia and operating across all states, we offer best-in-class tools and technologies to help tens of thousands of people securely manage their disability budgets. Dedicated to continuous improvement and accountability, MyIntegra is an NDIS-registered provider with ISO accredited certification for the ‘Provision of Disability Support Services’ (ISO 9001:2015). We deliver our services in alignment with the National Disability Standards and are a proud member of the peak industry body, Disability Intermediaries Australia (DIA).

ABOUT THE ROLE

At MyIntegra, Customer Service Specialists are primarily responsible for responding to customer enquires via phone, email, web chat and SMS in a professional, friendly and timely manner. The Customer Service Specialist demonstrates empathy and care, understanding the needs of the customer and is willing to go above and beyond to provide excellent customer service. Their responsibilities also include creating and maintaining excellent documentation and notes of all calls, questions, complaints and mailed enquiries and maintaining adequate records/documentation for audit and internal control purposes. A willingness to learn NDIS Program Rules is essential to ensure outstanding Customer Service is provided.

YOUR KEY RESPONSIBILITIES AS A CUSTOMER SERVICE SPECIALIST INCLUDES:

• Explain the benefits of Plan Management and NDIS requirements.
• Build sustainable relationships of trust through open and empathetic communication.
• Resolves problems by clarifying the customer’s query; determining the cause of the problem, selecting, and explaining the best solution and following up to ensure resolution.
• Follow communication procedures, guidelines and policies and procedures.
• Adhering to required call scripting, where necessary

To be successful in this role you will need to have:

• Minimum 2 years of experience in customer service
• Excellent verbal, written communication and troubleshooting skills.
• Ability to work independently and as part of a team.
• Ability to manage time effectively in a fast-paced environment with competing priorities handling complex inquiries.
• Excellent attention to detail.
• Prior experience using Salesforce, or a similar CRM is desirable, but not essentia