Flexi Care Inc
Customer Service Manager (Sandwai system)
Brisbane, 4001, Queensland
Administration & Office Support / Other
Full time
Posted 02/05/2024
Closed 01/06/2024
The person provides daily, ongoing guidance and support to members of the Client Communications team, particularly in relation to the effective use of the procedures relating to the organisation’s client management software (Sandwai). There will also be close collaboration with other teams including HR representatives, care managers, IT advisers and the finance team as well as contact with support workers who provide direct services to clients in the field. This person will be a member of the Innovative Solutions Committee. The individual in this role reports to the Office Manager.
Benefits
Public Benevolent Institution (Charity) Salary Sacrifice
Tasks & responsibilities
- Implements and develops operational procedures, processes, standards and policies in relation to the organisation’s customer service practices.
- Leads, directs, provides feedback and coaches team members on effective work practices relating to customer experience and the use of Sandwai (CRM).
- Liaises with other organisational departments to optimise operational efficiency and rectify systemic customer service issues.
- Identifies underlying issues that may be limiting customer satisfaction.
- Analyses and redesigns processes, and monitors results in order to improve customer service quality.
- Maintains customer satisfaction by gathering and analysing actionable insights and offering solutions.
- Interacts with customers on more complex matters to quickly resolve escalated complaints.
- Oversees the preparation of work schedules to respond to employee availability and expectations, and to minimise customer inconvenience and complaints.
- Works within the philosophy, mission and values of Flexi Care Inc. and complies with principles, policies and procedures, specifically in relation to the industry Code of Conduct.
- Take responsibility for one or more administrative functions (as directed).
- Relieve other members of the team (if required).
- Seek guidance on issues outside of the scope of personal expertise.
Qualifications & experience
Essential
- At least two years’ experience in a similar role
- Tertiary Qualifications (Bachelor Degree or higher) in a business or related discipline
- Professional phone manner & superior communication skills including very good listening skills.
- Leadership and coaching skills
- Strong problem-solving and analytical ability
- Proficient in the use of Microsoft Office Suite including advanced skills in Excel.
- No criminal convictions
Desirable
- Competent in the use of the Sandwai software system
- Knowledge of the home care sector of the aged care industry in Australia
About Company
Flexi Care Inc. is an independent, not-for-profit charity located in Brisbane’s southern suburbs which has the mission of supporting people over age 65 years to live safely, confidently and independently in their own homes and communities.