Customer Experience and Solutions Consultant

Do you thrive on building relationships and exceeding expectations? If so, join the My Care Journey team as a Customer Experience and Solutions Consultant! This rewarding role allows you to combine your passion for service with the opportunity to directly impact the lives of our clients .

The Customer Experience and Solutions Consultant is a highly impactful role within the business as the first stage in providing the highest level of service and support through our clients Aged Care Journey. If you’re an amazing communicator and take a genuine interest in helping people, then this role is for you!

Serving as the front line of our Customer Experience and Solutions Team, you will play a pivotal role in ensuring exceptional service whilst fostering client relationships. As the initial contact for our customers, you will be conducting the first stages of the customer consultation to establish their needs and in turn providing relevant, accurate information to assist with their enquiries and concerns promptly, professionally and with empathy. 

To develop effective solutions, you’ll approach the work with care and compassion, have an analytical mindset, be able to think critically, whilst gathering and analysing information.  By working seamlessly with our Care Specialist Team, you'll directly contribute to our company's success by delivering exceptional Customer Experiences.

Seeking a challenging role with immense potential? This opportunity offers growth and opportunities for further development, the chance to make a real difference in people’s lives and contribute to the My Care Journey mission. Read on!

About My Care Journey

My Care Journey is a personalised aged care consultancy and client placement service based on the Gold Coast, part of the Dimarcorp Group of Aged Care companies.

At My Care Journey, we understand the importance of finding the best care solution for those needing Aged Care and their families. Whether it's in-home care services, assisted living, residential aged care, or retirement living, we offer a range of options tailored to meet diverse requirements and are growing to become the leading Aged Care consultancy and placement service in the sector.

What you’ll be doing with your Customer Skills and Experience 

• 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.
• Manage and respond to all incoming calls in a timely manner. 
• Evaluate and qualify a high volume of enquiries for care placement and provide follow-up via phone and email where necessary.
• Where appropriate, provide information, possible solutions and recommendations to support the consultation and decision-making process for our clients.
• Create and maintain company presence across critical sales channels and online platforms to engage with customers and promote the brand.
• Exhibit exceptional phone manner 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 Customer Experience 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 Journey’s’ 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.

What you’ll bring to the role 

• Amazing communication and interpersonal skills and experience dealing with customers in a wide range of circumstances.
• Exceptional phone manner and the ability to demonstrate active listening skills and empathy.
• Ideally, you’ve got a basic understanding of the aged care system and a willingness to expand knowledge through continuous learning.
• Strong administrative skills and proficiency in managing multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite (Outlook, Word, and Excel) and experience using Salesforce CRM software and Soft Phone Systems
• Knowledge of Customer Experience strategies and a keen understanding of customer satisfaction principles.
• Excellent team player, 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.
• Motivated self-starter who thrives on working in complex and challenging environments of a rapidly evolving business.  

Why join the MCJ team .

• Make your mark with this role that has strong potential for future growth as our client base expands. 
• Make a positive impact in peoples lives and those around them. 
• Do Good. We support many Not for Profit and Charitable organisations to enhance their mission operational performance and financial viability.
• Full training and onboarding support provided.  
• Competitive remuneration package.
• We have a small, passionate team who are committed to making a difference.
• We are proud to be an inclusive organisation that embraces all people.

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

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

Please submit your application including your resume and a cover letter outlining why you would be the best person for the role via Seek. 

Applications close no later than 31st of March 2024.