Customer Care Consultant - Digital HealthHybrid

This is a 12-month fixed-term contract position.

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.​

 Join us in digitising healthcare!

What’s the opportunity?

An opportunity exists for a dedicated customer service consultant to act as the initial resolution point for our network of Medical Practices and be responsible for providing a positive support experience. 

Our delivery model facilitates collaboration, openness, and creative problem-solving, within our Customer Service Team and offers flexible work options, in-office, or hybrid.

Please note: This is a 12 month fixed-term contract.

What can I expect?

Duties and Responsibilities 

The day-to-day Duties and Responsibilities of the Position are as follows: 

• Answer incoming customer enquiries via phone, email, and live chat while providing an exceptional customer experience regarding the effective use of the Medical Director products. 
• Provide software application support and problem resolution for users of the various Medical Director platforms within Service Level Agreements. 
• Troubleshoot, analyse, and identify software-related issues and propose solutions. 
• Liaise with the Support & Escalation Team to resolve unusual and complex customer requests, following the escalation process as required. 
• Maintain & Develop customer relationships. 
• Stay updated with the features of Medical Director platforms and how they are applied in typical Medical Practice processes through internal and external training, documentation, and other resources. 
• Review customer requests and feedback periodically with Team Leader and/or Customer Service Manager to identify and act on opportunities for improvement. 
• Provide ongoing support to Medical Director's internal stakeholders when required. 

Please note: Start Date for this role will be mid-January 2024.

About you:

You should:

• Have availability to work various shifts on a rotating roster between 8:00 am to 8:00 pm, Monday to Friday. Overtime is offered on weekends and public holidays. (Volunteers primarily cover this but may be required occasionally). 
• Be a strong team player in a fun and dynamic team environment whilst being empowered to contribute in your way. 
• Be committed to self-growth and development. 
• Deep care about customer support and the role it plays in making a customer-centric team successful 
• Prior experience in Customer Service. You know that every bit of work you do makes a real difference in making our customers happy. 
• Ability to work in a fast-paced environment 
• Excellent written and verbal communication skills 
• Ability to listen and ask probing questions to understand customer concerns 
• Ability to troubleshoot and determine resolutions to complex issues and then communicate those resolutions succinctly and clearly to clients, team members, other staff members and other stakeholders 

You might also have:

• Experience in a technical support position with clients who require complex troubleshooting 
• Experience with Salesforce within a customer service team 
• Interest and Practical understanding of software and its workings (MS Office suite, SQL, Websites Etc). 

Why join Telstra Health: 

• We believe that flexibility is not a ‘perk’, it’s how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony.
•  Join us if you find change, a fast paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new!
• Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
• If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you!

And it doesn’t stop there…

• Avenues for growth and stepping into other roles.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through EAP
• Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more 
• Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave. 

We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don’t check every box above, we encourage you to apply today or get in touch with us on Recruitment@health.telstra.com 

Applications will be assessed and shortlisted as they are received so apply today!

We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.

Learn more about how Telstra Health is improving lives through digitally-enabled care here.