Description

Role Purpose & Context At HotDoc, our purpose is to enable the best possible patient experience for everyone in Australia. We’re passionate about building products that have a real impact on patient health outcomes and delivering services that support the growth and sustainability of Australian healthcare.

As a Customer Service Representative at HotDoc, you will be the first point of contact for our users, providing essential support across phone, chat, and email channels. You’ll handle Level 1 inquiries, ensuring that each interaction reflects our commitment to excellent customer service. Additionally, you’ll assist with some administrative tasks, contributing to the smooth operation of our customer support function. Your role is vital in ensuring that our users have a positive experience from their very first interaction with HotDoc. Millions of Australians rely on HotDoc every month, and working with us offers the opportunity to improve the healthcare experience for 1 in 3 Australians.

Unique Value of the Role As a Customer Service Representative , you will play a critical role in representing HotDoc’s commitment to high-quality service. You’ll gain hands-on experience in a fast-paced environment, learning the ins and outs of customer support and administration. This entry-level position offers a unique opportunity to build foundational skills that are essential for career growth in customer service and beyond.

Key Accountabilities

• Responding to Level 1 customer enquiries via phone, chat, and email, ensuring timely and accurate responses.
• Triage level 2 enquiries and escalate these to higher level support.
• Providing exceptional customer service by actively listening to customers’ needs and addressing their concerns.
• Managing and prioritising a variety of tasks, including handling multiple inquiries simultaneously.
• Assisting with routine administrative tasks such as data entry, document management, refund management and email handling.
• Contributing to a positive team environment by collaborating with colleagues and sharing knowledge.
• Continuously seeking feedback to improve personal performance and customer satisfaction.

Experiences, Capabilities & Qualifications Required Experience, Capabilities & Skills

• Strong verbal and written communication skills.
• Demonstrated ability to manage time effectively and multitask in a fast-paced environment.
• Basic technical skills, including familiarity with customer service software and Google Suite
• A genuine interest in helping others and providing excellent customer service.
• High attention to detail with a focus on accuracy in all tasks.
• Strong adherence to company procedures and processes.
• Ability to adapt to new processes and changes quickly.
• Is a positive contributor to their team environment.
• Willingness to learn and grow within the role.
• No specific qualifications required; customer service or administrative experience preferred