Lifestart > Careers > Career opportunities > Customer Support Officer

Customer Support Officer

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Employment: Full Time, maximum term contract until June 2026
Location: Rhodes
Close Date: Friday, 21 June 2024

About Lifestart

Lifestart supports children and young people with disability, as well as their families and communities, to reach their full potential. To achieve this, we place the child or young person at the centre of all decision-making and planning, supporting them to achieve their goals and live a fulfilling, meaningful life. We are a large organisation consisting of multiple disciplines and areas but are united by this philosophy – that a successful day at work means successfully helping a child or young person living with disability be an equal and valued member of their community and society. To find out more visit www.lifestart.org.au.

The Role

We are looking for a standout telephone-based Customer Support Officer, who will be serving as the frontline representative of our organisation and will be responsible for delivering high quality customer service. You will be responsible for answering incoming calls promptly, addressing customer inquiries, resolving issues, and providing support in a professional and courteous manner.

Responsibilities

  • Serving as the initial point of contact for customers by promptly answering a high volume of incoming calls in a courteous and professional manner.
  • Listening actively to customer inquiries, concerns, and requests, providing accurate information, guidance, and solutions to meet their needs effectively.
  • Troubleshooting and resolving customer issues or complaints efficiently, utilising available resources, knowledge, and problem-solving skills to ensure satisfactory outcomes.
  • Offering assistance and support to customers regarding service inquiries, troubleshooting, and any related questions or concerns.
  • Emailing relevant information and links post-call
  • Maintaining detailed and accurate records of customer interactions, inquiries, issues, and resolutions in the company’s system or ticketing system for reference and follow-up purposes.
  • Identifying and escalating complex or unresolved customer issues to appropriate internal teams or supervisors for further investigation and resolution.
  • Adhering to established communication protocols, scripts, and guidelines when interacting with customers to ensure consistency, professionalism, and compliance with company policies and procedures.
  • Striving to exceed customer expectations by delivering personalized and empathetic service, actively listening to customer needs, and demonstrating a genuine commitment to customer satisfaction.
  • Working collaboratively with team members, supervisors, and other departments to share knowledge, best practices, and insights, contributing to a positive and supportive work environment.

 

Key Selection Criteria:

Qualifications and Experience

  • Relevant qualifications in customer service or equivalent knowledge and experience.
  • Minimum 3 years’ experience in customer support, providing assistance to customers in a telephone-based role.
  • Experience in the community services or disability sector and knowledge of the NDIS will be well regarded.
  • Highly organised and efficient, with strong attention to detail and accuracy, and able to work with technology in an agile changing environment.
  • Ability to work flexibly in response to families’ individualised needs and priorities.
  • Understanding of inclusion, cultural sensitivities, and the needs of diverse communities.

Essential

  • Valid Working with Children’s Check (WWCC) Clearance (or willingness to obtain)
  • Valid NDIS Worker Screening Check (NDISWC) Clearance (or willingness to obtain)
  • Fully vaccinated for the Covid-19 Virus (3 doses) or accepted medical exemption certificate.

 

For more information or to have a confidential discussion about your application, email careers@lifestart.org.au.

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