Customer Care Officer
Description
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, 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 SPC Care Field Team 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)
- 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
- 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
- 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)
- 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