Senior Customer Service Representative

SuperCare Overview:

Join our dynamic team at SuperCare a leading provider dedicated to assisting eligible patients with the early release of their Superannuation for medical treatment costs. We pride ourselves on delivering exceptional Customer Service and building strong relationships with our clients. As we continue to grow, we're seeking a highly skilled and experienced Senior Customer Service Representative to join us in delivering unparalleled support to our valued customers.

Position Overview: As a Senior Customer Service Representative, you will play a pivotal role in ensuring customer satisfaction and retention. You will be responsible for providing expert-level support to our clients, addressing inquiries, resolving issues, and going above and beyond to exceed their expectations. This role requires a customer-centric mindset, excellent communication skills, and the ability to effectively navigate complex situations.

Responsibilities:
• Serve as the primary point of contact for escalated customer inquiries and issues, demonstrating a high level of professionalism and empathy.
• Utilise your expertise to provide comprehensive solutions and resolve complex customer concerns in a timely manner.
• Act as a mentor and resource for junior Customer Service Representatives, providing guidance and support as needed.
• Collaborate cross-functionally with other departments to address customer needs and improve overall service delivery.
• Proactively identify opportunities for process improvement and contribute to the development of best practices.
• Maintain accurate records of customer interactions and follow-up activities in our CRM system.
• Uphold SuperCare policies and procedures while adhering to service level agreements (SLAs).

Qualifications:
• Minimum of 2 years of experience in a Customer Service role or equivalent role, with a demonstrated track record of handling escalated issues effectively.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.
• Excellent written and verbal communication skills, with a keen attention to detail.
• Proficiency in using CRM software and other relevant tools to manage customer interactions.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• A proactive approach to problem-solving and a commitment to delivering exceptional service.
• Experience in the Medical Administration industry is a plus.

Benefits:
• Competitive salary commensurate with experience.
• Opportunities for professional development and advancement within SuperCare.
• Hybrid work model, offering flexibility with a combination of remote and in-office work.