Customer Support Advisor

The Customer Support Advisor is crucial in our centralised Customer Support Service, being the main contact for external customers and community members of MS Queensland. This role offers vital information and resources to individuals affected by Multiple Sclerosis (MS) and other neurological conditions (ONC), their families, caregivers, and support providers.  

The successful candidate will possess a strong understanding of the impacts of MS and ONC, excel in sensitive phone conversations, identify support needs effectively, provide relevant information, make referrals to MS Queensland services, and promote them as essential resources for those with MS and ONC. 

In this full-time permanent role, work 2 days a week from our brand-new purpose-built workspace nestled at Milton’s Park Road, and accessible by multiple public transport options, join a respectful, supportive, transparent, and collaborative team at MS Queensland where values are at the core. 

• Demonstrate knowledge of MS Queensland services, external supports like NDIS, and government benefits 
• Handle sensitive conversations empathetically, conduct thorough assessments during intake process, maintain accurate records, assist in accessing healthcare services, coordinate appointments with MS Nurse Advisory service 
• Educate on NDIS processes and eligibility criteria 
• Respond promptly to inquiries, resolve issues or escalate as needed 
• Make outbound calls for projects or check-ins with customers 
• Collaborate within the team to achieve business goals and meet key performance indicators through performance planning process 

• Minimum two years' customer service experience, preferably in health or disability settings 
• Previous Disability Sector experience and knowledge of NDIS highly valued 
• Proficient in time management, adaptable to changing environments, and skilled at multitasking 
• Self-motivated team player with strong attention to detail and excellent communication skills 
• Customer-focused with problem-solving abilities 
• Competent in Microsoft Office Suite and experienced with database software or CRM systems 

• Not-for-profit salary packaging 
• Access to free professional development courses and leadership training 
• Peer recognition platform 
• We are a Q-Leave employer, meaning you have access to build portable long service leave (community services sector) 
• Hybrid and flexible working options 
• New, easily accessible workspace located on Park Road, Milton 
• 6 weeks maternity leave + 2 weeks paid partner leave 
• Financial Wellbeing Initiatives such as the ability to withdrawing 50% earned pay early and a savings program 

Please click apply and submit your resume and your targeted cover letter. For a copy of the full position description, please contact ***********@msqld.org.au  

Applications close: Thursday 11th of July 5pm

Note: Suitable applicants may be contacted prior to the close date