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About the Role
As a Customer Support Specialist at Mable, you will be central to our platform, supporting and empowering all user types. The team is trained across all Mable functions, serving as the primary resource for problem-solving, ensuring smooth user experiences, and fostering connections through daily interactions. This role is crucial for driving customer engagement, building trust, and converting users into loyal advocates.
Responsibilities
- Assist the Mable community in a high-volume inbound call centre environment, with support for additional channels as needed.
- Demonstrate excellent interpersonal skills with an empathetic and compassionate approach to customers.
- Identify opportunities to enhance customer satisfaction and work towards resolutions or escalate issues as required.
- Provide information, advice, guidance, and support to the community, helping users achieve their goals via the platform.
- Proactively educate users on maximizing their use of Mable based on their specific needs.
- Act as a customer advocate to ensure their needs are met and inquiries are resolved.
- Provide insights and feedback to broader business teams to support process and platform improvements.
- Deliver standard service excellence in alignment with the code of conduct and company values.
- Adhere to team processes and procedures, maintaining accurate records in Salesforce.
- Meet individual and team KPIs, and perform other duties as required.
Requirements
- A passion for delivering world-class customer service and driving great outcomes.
- 2 - 3 years of experience in customer support, ideally in health tech, NDIS, or aged care.
- Strong communication, listening, and problem-solving skills.
- Familiarity with NDIS policies and experience working with vulnerable populations with empathy and care (desirable).
- Comfortable operating in fast-paced, high-volume environments.
- Experience with Salesforce or similar CRMs.
- Ability to learn new systems.
- A team player who is adaptable, resilient, and brings energy, curiosity, and integrity.
Skills
- Customer service
- Communication
- Listening
- Problem-solving
- Salesforce CRM
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- 2-3 years
Benefits
- Learning opportunities from industry experts, experienced leaders, and on-the-job training.
- 14 weeks paid parental leave for primary carers and 6 weeks for secondary carers, plus superannuation.
- Hybrid work model balancing office and remote work.
- One extra paid leave day per quarter (Flexi Leave Days).
- A floating public holiday to acknowledge a significant day.
- Reward and Recognition program for celebrating wins and performance.
About the Company
- HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group.
- The Attain Healthtech Group companies aim to create lasting, positive change in the care and support sector, leveraging technology to improve outcomes.
- Mable is a leading and fast-growing Australian healthtech platform connecting people with disability and older Australians with independent support workers.
- Mable has facilitated over 25 million hours of support since 2014 and has received recognition on the AFR's Top 100 and Deloitte Tech Fast 50 lists.
- Working at Mable offers a high productivity and dynamic team environment focused on meaningful change in Australia's care and support sectors.
Equal Opportunity
- As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity.
- Aboriginal and Torres Strait Islander people are encouraged to apply.
- We encourage individuals to apply even if they don't meet all the listed criteria, as we value diversity in experience.