Job Description
- *About arenaflex** arenaflex is a leading healthtech platform in Australia, dedicated to creating lasting, positive change across the entire care and support sector. Our purpose-driven company is where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them. With more than 25 million hours of support facilitated since 2014, we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, and were previously awarded Australian Growth & Technology Growth Company of the Year. By working at arenaflex, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors. Our team is passionate about empowering users and driving customer satisfaction, and we're looking for a talented Customer Support Specialist to join our crew. **About the Role** As a Customer Support Specialist at arenaflex, you'll be at the heart of our platform, supporting and empowering every type of user we serve. Our team is trained across all things arenaflex, making us the go-to crew for solving problems, creating seamless experiences, and turning everyday interactions into moments of connection. We play a vital role in driving customer engagement, building trust, and turning users into loyal advocates. **Key Responsibilities** * Assist the arenaflex community in a high volume inbound call centre environment, also supporting additional channels as required. * Display excellent interpersonal skills with an empathetic and compassionate approach to customers. * Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required. * Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform. * Proactively educate our users on getting the most out of arenaflex based on their individual needs. * Advocate for customers to ensure their needs are met and inquiries resolved. * Provide broader business teams with insights and feedback to support process and platform improvements. * Deliver standard service excellence that is in line with our code of conduct and company values. * Adhere to team processes and procedures and accurate record-keeping in Salesforce. * Meet individual and team KPIs, and undertake other duties and responsibilities as required. **Key Measures of Success** * Be part of a vibrant and caring team, assisting the arenaflex community in a high volume inbound call centre environment, also supporting additional channels as required. * Display excellent interpersonal skills with an empathetic and compassionate approach to customers. * Recognise opportunities to increase customer satisfaction and work towards a resolution or escalate where required. * Provide information, advice, guidance, and support to our community, supporting our users to achieve their goals through our platform. * Proactively educate our users on getting the most out of arenaflex based on their individual needs. * Advocate for customers to ensure their needs are met and inquiries resolved. * Provide broader business teams with insights and feedback to support process and platform improvements. * Deliver standard service excellence that is in line with our code of conduct and company values. * Adhere to team processes and procedures and accurate record-keeping in Salesforce. * Meet individual and team KPIs, and undertake other duties and responsibilities as required. **Additional Information** * **We're powered by purpose**: We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights. * **We're Switched On**: We're ambitious and embrace creativity to solve challenges. We're here to reshape the industry and back big ideas. * **We're One**: We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking. * **We're Impactful**: We work hard to deliver change. We innovate and move fast to make a difference in the sector and people's lives. **Our Benefits** * **Power your career**: Learn from industry experts, experienced leaders, and on-the-job opportunities. * **Access parental leave**: Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. * **Work with flexibility**: We're a hybrid workplace, balancing time in the office with remote work. * **Flexi Leave Days**: Get one extra paid leave day per quarter for what makes you happy. * **Take a floating public holiday**: Acknowledge a significant day your way with family and friends. * **Be rewarded**: Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. **We are one**: As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation! Apply for this job