Senior Customer Service Consultant

About Us

Join our dynamic team at SuperCare, an Australian company dedicated to assisting eligible patients with the early release of their Superannuation for medical treatment costs. Our mission is to empower individuals to prioritise their well-being. With more than a decade of experience, we are committed to positively impacting our clients’ lives. We pride ourselves on delivering exceptional customer service and building strong relationships with our clients. With offices in Sydney and Canberra, we are strategically positioned to serve clients Australia-wide.

Being the pioneer and industry leader, we continuously find ways to serve our clients better. As we grow, we’re seeking a highly skilled and experienced Senior Customer Service Consultant to join us in delivering unparalleled support to our valued clients.

If you are passionate about making a meaningful impact and thrive in a collaborative, innovative setting, please submit your resume through this platform. We look forward to meeting you!

The Role

As a Senior Customer Service Consultant, you will play a pivotal role in ensuring customer satisfaction and retention. You will be responsible for providing expert-level support to our clients, addressing inquiries, resolving issues, and going above and beyond to exceed their expectations. This role requires a customer-centric mindset, excellent communication skills, and the ability to effectively navigate complex situations.

Responsibilities

• Serve as the primary point of contact for escalated customer inquiries and issues, demonstrating a high level of professionalism and empathy.
• Utilise expertise to provide comprehensive solutions and resolve complex customer concerns in a timely manner.
• Act as a mentor and resource for junior customer service representatives, providing guidance and support as needed.
• Collaborate cross-functionally with other departments to address customer needs and improve overall service delivery.
• Proactively identify opportunities for process improvement and contribute to the development of best practices.
• Maintain accurate records of customer interactions and follow-up activities in our CRM system.
• Uphold SuperCare policies and procedures while adhering to service level agreements (SLAs).

Qualifications

• Minimum of 2 years of experience in a customer service or equivalent role, with a demonstrated track record of handling escalated issues effectively and coaching staff
• Strong interpersonal skills and the ability to build rapport with customers and colleagues
• Excellent written and verbal communication skills, with a keen attention to detail
• Proficiency in using CRM software and other relevant tools to manage customer interactions
• Ability to thrive in a fast-paced environment and adapt to changing priorities
• A proactive approach to problem-solving and a commitment to delivering exceptional service
• Preferably with experience in the medical administration, health care (hospital and dental clinics), health insurance, BPO, and/or banking industries
• Preferably graduate of Nursing, Physical Therapy, or any other science or business related courses