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SalaryAbout Montu
Montu is a leading Australian medical cannabis company facilitating efficient patient access to life-changing medication. We have built a technically focused cannabis ecosystem, which streamlines the experience for patients end-to-end, and sets new standards in cannabis care.
Recognised as No1 in the Deloitte Tech Fast 50 for two years in a row with growth of over 26,000% and 9,000% respectively, we were also nominated No5 in the AFR Fast Starters for 2022. As we continue our hyper growth, we are actively looking to expand our high performance team to take the company to the next level. Join us on our mission to improve the lives of millions of patients with medical cannabis therapies.
This role is an Australia-based, fully work-from-home position.
About The Role
This role is best suited to applicants based within Western Australia (WA). You will be required to work 5 x 8 hours shifts between the hours for 7am-7pm AWST.
Duties and Responsibilities:
- Provide support by assisting with questions, navigating the team through difficult calls, and effectively handling issues, including defusing tensions with angry customers and managing escalations.
- Host individual and team meetings, fostering a collaborative environment to discuss progress, challenges, and strategies for improvement.
- Daily stand-ups to engage the team, ensuring alignment on priorities, sharing updates, and fostering a cohesive team culture.
- Ensure the development and maintenance of a strong team culture that promotes collaboration, open communication, and a positive working environment.
- Collaborate with the Operations Manager to lead the interviewing and hiring process, ensuring the recruitment of qualified candidates who align with team goals and values.
- Liaise with Subject Matter Experts (SMEs) for effective onboarding, training, and coaching of both new and existing Patient Experience Specialists (PES).
- Monitor staff members' performance against service level expectations, taking corrective action as necessary to maintain high-quality service.
- Prepare reports and analyze data to enhance processes, allocate resources effectively, and maximise efficiency and customer satisfaction.
- Lead the training and onboarding process for new members of the customer service team, ensuring a smooth integration into the team and alignment with organizational standards.
- Create and document logical processes and responses to support the team, providing a comprehensive reference for consistent and effective communication.
- Listen to individual calls to ensure quality and efficiency in patient contacts, providing valuable insights and feedback for continuous improvement.
About You
Experience and Skills:
- Ability to inspire and motivate team members through effective coaching, mentoring, and leading by example.
- Empowers individuals to reach their full potential by providing a positive and encouraging environment
- Possess excellent communication skills, both verbal and written, enabling you to convey ideas clearly, facilitate effective team communication, and build strong relationships with team members.
- Exhibit a proactive and personable demeanor, displaying a high level of motivation.
- Ability to embrace challenges with enthusiasm and inspire a similar approach within your team.
- Able to work autonomously while seamlessly integrating into a cohesive team.
- Engage in quality conversations with your team, offering constructive feedback and guidance on performance. Cultivate an open and supportive dialogue that encourages professional growth and development.
- Demonstrate adaptability in your leadership style, tailoring your approach to the unique needs of your team members. Recognise and appreciate diverse strengths and perspectives within the team.
- Strong problem-solving skills to address challenges and roadblocks, fostering a solutions-oriented approach that contributes to the overall success of the team.
Benefits
You will also enjoy:
- Joining an expanding global company in its exciting growth phase
- Unlimited access to the SAGED and Greenhouse learning platforms
- Discounts with over 450 retailers across Australia through the Merit Reward and Recognition platform
- A collaborative, focused and driven culture that rewards high achievers
- Competitive salary and package
- Australia based, fully work from home
- Mental health support through our wellbeing platform Unmind
- Shaping the future of the cannabis industry as it evolves into a multibillion-dollar market
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