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Customer Support Specialist – Benefit Pocket

Melbourne, Australia

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Posted 13/08/2021 Job Number R1084542 Full/Part Full time Posting End Date

Bupa is an international healthcare group which has been committed to a purpose of longer, healthier, happier lives and making a better world for more than 70 years.

In Australia and New Zealand, Bupa supports more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing and medical visa services.

About the opportunity

Benefit Pocket connects everyday health and wellbeing experiences to guide and reward members for healthy choices. To deliver this experience, the app connects Benefit members (health conscious individuals, people like you and I) with Benefit partners (health and wellbeing businesses, for example your local yoga studio, green grocer or mindfulness app) through a curated experience. 

Reporting to the Head of Operations and Future Benefit, as Benefit’s Customer Support Specialist you will set the standard in delivering consistent top-notch customer support and customer experience through public facing channels. You will build, own and deliver our day-to-day customer support service and KPIs to rival the best industry standards.

Additionally, as a key pillar of Benefit’s user research process, you will ensure that the voice of the customer remains at the heart of everything we do. You will do this by synthesising feedback through support channels and democratising it across relevant domains of product, growth and operations.

The role will initially be a 9 month contract and will be full-time.

The successful candidate will be an empathetic and creative thinker. You are patient and thoughtful in explaining concepts and have a genuine desire to help people achieve their goals with Benefit Pocket. You will have knowledge of customer support principles and software and are eager to implement them in a new customer-centric start-up environment. Communication is at the heart of everything you do – you are comfortable in all formats whether that be over the phone, via email or responding to social media comments, always with a view to providing the appropriate content to address a customer’s specific pain point, queries and concerns. 

Key responsibilities:

  • Conduct qualitative and quantitative customer research that will contribute to the design of great customer experiences.
  • Create scalable service design outputs to support up to 50,000 customers by March 2022, including the development of Service Level Agreements, that will guide Benefit Pocket to translate customer needs and pain points into business opportunities.
  • Answering day-to-day member queries and support the resolution of problems in a timely manner through creative ideas and methods.
  • Implementing software, tools and processes that ensure Benefit Pocket can offer support to our members at scale without compromising our service and support KPIs.
  • Monitoring enquiries and comments across multiple channels including inbound and outbound, paid and organic
  • Establishing and ramping up how we contribute to discussions, solve problems and learn from conversations with members
  • Proactively identifying process and experience gaps and work with your team and key stakeholders to develop possible solutions and improvements quickly
  • Work with our Customer Success Lead to help onboard our merchant partners and provide them with a view of their program success and areas for improvement

Experience:

  • Tertiary qualifications in Psychology and/or Business / Consumer Behaviour
  • 2–3 years of post-qualification experience in a similar role within consulting, industry or a start-up environment.
  • Passionate about how effective service design and delivery can create achieve a great customer experience
  • Relevant experience in customer service & support in both non-voice and voice capacities
  • You know the importance of maintaining a source of truth and you love capturing, evolving and sharing information in a way that empowers others
  • High level attention to detail and ability to maintain confidentiality at all times
  • Ability to be proactive and work under pressure with minimal supervision
  • A good level of competency with technology and the ability to quickly learn new software
  • Have a creative approach to delight customers

Join us

Bupa believes in hiring the best talent in the market. We are known for our vibrant, high performing and incredibly rewarding workplace, and we take pride in creating exceptional and meaningful work experiences, encouraging innovation, delivering award winning benefits to our employees and being involved with our communities.

Bupa has everything – growth, passion, results and a caring & supportive culture that surround a burning ambition and purpose that is the best in the world.

Our people reflect the diversity of our community.  At Bupa, your wellbeing, identity and own story is respected and valued.

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