SMAART is excited to be partnering with an Australian home care provider that focuses on supporting older Australians to live independently at home. We are currently on the lookout for empathetic, curious and solutions-focused Customer Service Consultants to join their growing team. As a Customer Service Consultant, you will provide tailored support via phone and email, assisting customers with their Home Care Packages and helping them maximise and manage their funding. What’s in it for you? Full-time, permanent position Competitive salary of $70,000 super Melbourne CBD location Hybrid working model – work from home up to 3 days per week Monday to Friday role, operating between 7am–7pm with some occasional Saturday work. Be part of a collaborative and supportive team with ongoing career development Access to an EAP, plus additional 4 days of flexi-leave, corporate discounts, and a Reward and Recognition programme. About the Role In this role, you will support customers through high-quality, end-to-end customer service across phone, email and digital channels. You will manage a busy caseload, guide customers to self-manage their Home Care Packages, and work closely with Support Partners and internal teams to ensure smooth onboarding, accurate account management and timely resolution of enquiries. With a strong focus on advocacy, problem-solving and continuous improvement, you will help customers achieve their goals while meeting individual and team KPIs. Key Responsibilities: Handle inbound and outbound phone calls and email enquiries, delivering a high standard of customer service Educate customers on products, onboarding processes and provide basic technical support Liaise with internal and external stakeholders Work towards achievable individual and team KPIs Assist with additional administrative duties and tasks on an ad hoc basis About You: Previous experience in a contact centre or heavily phone-based role Demonstrates patience and empathy, with a genuine desire to support customers Tech-savvy, with the ability to learn new systems quickly and assist less tech-confident customers Strong verbal and written communication skills Full Australian working rights (Student Visas and Working Holiday Visas will not be considered) Please click 'Apply' if you are interested in the role or call or email Georgina @ SMAART on 0431293145/georgina@smaart.com.au
