PRIMARY RESPONSIBILITIES & DUTIES

The purpose of the Customer Care Officer is to work within a defined framework to drive incremental sales of convenience meals to customers including (but not limited to) people who are a participant of the National Disability Insurance Scheme (NDIS), customers who access Federal Government aged care funding who are either self-managed or managed through an Aged Care Provider, and private customers.

This role is recognised as a direct B2C customer relationship and is crucial to providing a consistent customer contact point.

The role is required to deliver a high quality, efficient, and empathetic service to facilitate best practice in assisted online ordering whilst having a broad understanding of the core customer profile ie. customers with a disability, their carer’s and people >65 years.

The role is comprised of primary and secondary objectives:

Primary Objective – Customer sales

• Receive inbound & conduct outbound calls to current and newly onboarded customers

• Improve value per order through upselling of meals

• Complete sales tasks correctly within approved business systems

• Resolve customer issues at point of contact with a high level of empathy, within delegation.

Secondary Objective – Complimentary administrative tasks

• Communication with external and internal stakeholders to assist the facilitation of onboarding and continuity of services

• Communication with the Customer Care Manager & SPC Sales Teams on the allocation of leads

• Instigate general enquiries, feedback and QA workflows into upline delegations.

Key Responsibilities

Inbound Telephone Calls/Emails:

• Respond to in bound calls relating to a range of enquires (orders, deliveries, new customer set up, change order, general enquiries & complaints)

• Utilise software to create, change, update or validate relevant information for customers enquiry and orders and maintain customer records

• Resolve enquiries efficiently and empathetically within delegation and refer on and escalate efficiently.

Outbound Telephone Calls/Emails:

• Facilitate outbound communications to customers / clients & providers

• Update, upsell, renew orders or assist with funded plans

• Facilitate a variety of administrative tasks to third parties relating to schedule of services

• Liaise with external stakeholders on the status of a customer’s service.

Customer Order Processing:

• Utilise available business systems to create, change, update or validate relevant information for customer orders & enquiries

• Facilitate administrative tasks to maintain services including quote generation and delegation of service agreement and documentation requests into centralised processes

• Maintaining high quality, accurate customer data, including data entry of customers relevant details and customer updates in a web stack environment.

People and Safety

• Commit to safe work procedures and lead safe work behaviours, including matters relating to fitness for work and wellbeing

• Demonstrate and support SPCs values and behaviours within the work environment

• Take opportunities to build shared understanding and ownership of the organisation’s vision, values, strategies, plans and desired culture.

Qualifications, Knowledge and Experience

• Previous telesales and/or other B2C customer service roles in fast paced environments within the healthcare industry

• Proven experience multi-tasking within online and software environments

• Demonstrated experience in working to business strategies and revenue targets within a team environment

• Knowledge of NDIS/Home Care and/or aged care sector environments desirable but not mandatory

• Cert IV Aged Care & Disability or other qualification or experience in this field is highly desirable - but not mandatory

• Strong aptitude for online platform and software environments

• Articulate and clear communicator (verbal & written). Proficient in English

• Excellent multi-tasking skills

• Calm, self-aware with a strong EQ

• Strong problem-solving skills

• Good attention to detail, accuracy, and time management

• Compassion, empathy & desire to facilitate assistance to vulnerable populations

• High level of interpersonal and communication skills

• Ability to thrive in a fast-paced environment

• A hands-on approach with determination to make things happen.