Customer Care Specialist

Job Overview

Purpose of the Role:

• To provide our community members and social carers with excellent customer experience to convert, retain and turn them into advocates.
• Manage the day-to-day service needs via inbound and outbound calls, emails and chat
• Work collaboratively with the Customer Care Team leader to achieve business common goals

Essential Duties & Responsibilities:

• Onboard new members, converting them from sign up to 1st booking
• Use outbound retention contact to resurrect users
• Know the customer journey and communication along the journey
• Provide effective and efficient 1st contact resolution to a variety of stakeholders over the phone, email, chats and social whilst proactively educating customer about our platform and community
• Manage Tier 1 escalations and seeking to resolve them to the satisfaction of the customer
• Know our key users personally – build rapport with them and log all feedback accurately with provided tool for analysis
• Proactively provides user and product feedback and insights to their manager and the business
• Proactively suggests process, products and people improvement
• Use data to understand our users and to draw attention to key opportunities and blockages
• Able to apply training to solve customer and business problems
• Ability to retain information and use it to work autonomously with minimum supervision
• Actively participate in and learn from all training and development opportunities
• Proactively work with the Team to create FAQs & articles to ensure our customers are educated and aware of our products and processes
• Create and publish communications that engage users with product, marketing and business
• Provide admin and customer support to the team

The ideal candidate must have:

• Excellent oral and written communication skills
• Passionate, Cool and Calm attitude
• Able to hold conversation with different and diverse range customers
• Articulate with attention to detail
• Able to work under pressure with minimum supervision
• Ability to follow and adhere to set processes and procedures
• Ability to meet set KPI’s
• At least 2 years’ experience in Customer Care/Contact Centre/Admin/Health Care role

What to do:

• Send application and updated resume to – [email protected] and [email protected]
• Quote reference – Customer Care Specialist/BTR202305-19
• Application closes – 2nd June 2023