Customer Experience And Administration Coordinator

Embrace a fulfilling career that matters: Join My Care Choices and be the change you want to see!

At My Care Choices, we understand the importance of finding the best care solution for seniors and their families. Whether it's home care services, assisted living, residential aged care, NDIS, or retirement living. My Care Choices offers a range of options tailored to meet diverse requirements and is quickly becoming the leading provider of referral and acquisition services in the care sector.

Due to an internal promotion, My Care Choices is seeking a dedicated and passionate individual to join our dynamic team at our Gold Coast office in Southport as a Customer Experience and Administration Coordinator, playing a crucial role as the Director of First Impressions.

Serving as the front line of our Customer Experience team, you will play a pivotal role in ensuring exceptional service whilst fostering client relationships. As the primary contact for our customers, you will be providing accurate information and assistance to address their enquiries and concerns promptly, professionally, and with empathy.  Having an analytical mindset, you will be able to think critically, gather and analyse information in order to develop effective solutions.  Your willingness to contribute both individually and as a team member, will significantly impact our company's overall success.

Your Responsibilities

• Act as the first point of contact for all customer enquiries and provide excellent customer service by responding to customer queries via phone, email, and other channels such as social media.
• Evaluate and qualify a high volume of leads for care placement and provide follow-up via phone and email where necessary.
• Manage and respond to all incoming calls in a timely manner.
• Create and maintain company presence across critical sales channels and online platforms to engage with customers and promote the brand.
• Exhibit exceptional phone manners and the ability to show empathy while always maintaining professionalism and composure.
• Develop and cultivate strong relationships with clients over the phone, whilst building trust and rapport.
• Manage administrative tasks such as updating and maintaining client files, planning, scheduling, and coordinating appointments for our Care Choices Specialists, drafting correspondence, formulating daily and weekly reports, and the ability to meet deadlines.
• Draft and implement CX strategies for management to enhance customer satisfaction, rapport, and loyalty.
• Optimise customer support processes and systems to improve efficiency and effectiveness.
• Understand the specifications, features, benefits, and value of My Care Choices’ offerings to help answer any questions or enquiries, optimise the value delivered, and make new sales.
• Actively participate in internal meetings, ensure timely completion of correspondence, tasks, and adhere to business system protocols.
• Contribute to continuous training, development, and quality improvement efforts, upholding the company's philosophy, mission, and vision.

Your Qualifications & Skillset

• Basic understanding of the aged care and/or NDIS system and a willingness to expand knowledge through continuous learning.
• Excellent customer service skills with a proven track record in resolving customer issues efficiently.
• Strong administrative abilities and proficiency in managing multiple tasks simultaneously.
• Knowledge of Customer Experience strategies and a keen understanding of customer satisfaction principles.
• Exceptional phone manners and the ability to project empathy while maintaining professionalism and composure under pressure.
• Proficiency in Microsoft Office Suite (Outlook, Word, and Excel) and experience using Salesforce CRM software.
• Strong communication and interpersonal skills, fostering positive working relationships with colleagues and clients alike.
• Ability to work independently and as part of a close-knit team, demonstrating adaptability and flexibility.
• Commitment to upholding My Care Choices values of dedication, integrity, respect, empowerment, consideration, and transparency.

Be a part of something special: join our dynamic team and make a difference!

At My Care Choices, we are committed to providing an exceptional Customer Experience and making a positive impact on the lives of seniors in need. We SUPPORT our clients with compassion, care, and integrity. We INFORM our clients in an accessible, honest way. We EMPOWER our clients with the skills to confidently navigate the care system. As our Customer Experience and Administration Coordinator, you will play a fundamental role in achieving our mission of empowering informed care decisions through individualised and tailored support. We offer a fun, supportive, and collaborative work environment, opportunities for professional growth, and the chance to make a meaningful difference in the aged care sector.

We champion excellence in aged care. Join My Care Choices today.

If you are passionate about customer service, possess strong administrative skills, have an understanding of the aged care and NDIS sector and are eager to contribute to the well-being of seniors, we encourage you to apply. 

Please submit your cover letter and resume via Seek.