Customer Service Officer

About Trilogy Care:

Trilogy Care is Australia’s fastest-growing approved provider of the Federal Government’s Home Care Package (HCP) program. Our innovative self-management model delivers greater choice, transparency, and value to our consumers, ensuring they spend less on management fees and more on long-term care and services.

We are a vibrant, enthusiastic, and dynamic organisation, dedicated to supporting older Australians to remain in their own homes. We believe that our business isn't just about numbers; it's about making a meaningful impact on the lives of our consumers and their families.

At Trilogy Care, we take immense pride in creating an empowering and fulfilling workplace for our dedicated employees. We believe that our team is the cornerstone of our success and as such, we are committed to providing a supportive and rewarding environment.

About The Role:

We are seeking a highly motivated and customer-focused applicants to join our team as a Customer Service Officer. As the first point of contact for our consumers, you will be responsible for providing exceptional service and resolving any queries or issues they may have. This role requires excellent communication skills, problem-solving abilities, and a positive attitude.

Responsibilities:

• Answer incoming customer calls promptly and professionally.
• Provide accurate information about products or services to consumers.
• Resolve customer inquiries or complaints in a timely manner.
• Maintain detailed records of all interactions with customers in the CRM system.
• Identify opportunities to upsell or cross-sell products based on customer needs.
• Collaborate with other team members to ensure efficient and effective Customer Service delivery.
• Follow up on customer interactions to ensure their satisfaction and resolve any outstanding issues.
• Stay updated on product knowledge to provide accurate information to customers.
• Update consumer records as required.

Requirements:

• At least 1+ year of Customer Service experience
• Service-orientated with strong interpersonal and communication skills
• Strong computer skills with intermediate-level knowledge and application of MS Office suite (Word, Excel)
• Proficiency in using CRM systems (Zoho) or similar software
• Well-organised, able to prioritise, and meet competing deadlines
• Excellent attention to detail, able to problem solve and make decisions
• Enjoys working in a multi-disciplinary environment with the ability to work independently as well as part of a team
• Familiarity with call center procedures and protocols is a plus

Salary and Benefits:

• We reward your impact, and support your wellbeing, through a competitive compensation package and flexibility programs that will help you thrive in work and life.
• Join a purpose-driven organisation making a positive impact
• Enjoy a vibrant team culture and active social calendar
• Supportive management and opportunities for career progression
• Brand new Bowen Hills office, close to multiple transport options, cafes, restaurants and supermarkets.

Mandatory Requirements:

• Current federal police clearance (not more than 12 months old) and international police check if you have lived overseas in the last 10 years
• Evidence of Australian work rights (passport, birth certificate, etc).

Unlock your Potential with Trilogy Care:

We believe that challenges are better solved together! You'll be a part of an amazing team, encouraged to collaborate and innovate in a way that creates powerful solutions and makes a positive impact. This purpose-led work, and our continuous improvement will help unlock your potential and take your career to the next level.

Avoid the confidence gap! You do not have to match all the listed requirements to apply. We'd love to hear from you!