Customer Service Representative
Melbourne, Victoria, Australia (Hybrid) · Full Time
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- Experience
- Any
- Salary
- AUD 60,000 – AUD 60,000 / year
- Openings
- 1
- Posted
- 4 days ago
- Work mode
- Hybrid
- Eligibility
- Applicants must live in Victoria, possess unrestricted Australian working rights, and be available to work one day per week at the Melbourne headquarters.
- Resume
- Required to apply
Where you'll work
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Job description
About HotDoc
HotDoc's mission is to enhance patient experiences across Australia by providing a platform that allows patients to book appointments, check in, receive reminders, and maintain communication with their doctors. With millions using the platform monthly, HotDoc’s reliability and customer support are paramount.
Role Overview
As a Customer Service Representative, you will act as the initial contact point for patients, practice staff, and medical practitioners via phone, chat, and email. You will manage Level 1 inquiries end-to-end, addressing questions by utilizing tools and knowledge bases while ensuring customers are fully informed of resolutions. Complex issues will be routed to higher tier specialists with thorough handovers. Additionally, you'll perform essential administrative duties including refunds, account modifications, data entry, and document management to maintain smooth Support operations.
Key Responsibilities
- Address Level 1 queries through phone, chat, and email promptly, achieving resolution on first contact when feasible.
- Provide clear answers regarding product usage and billing, as well as basic troubleshooting following documented procedures.
- Escalate unresolved Level 2 and 3 issues with comprehensive and clear information.
- Maintain accurate documentation of customer interactions and follow up on pending cases thoroughly.
- Perform routine administrative tasks accurately and timely, such as processing refunds and updating accounts.
- Contribute insights and updates to the team knowledge base.
- Leverage approved AI tools to draft, summarize, and search information efficiently, ensuring all communications are human-checked before being shared with customers.
Candidate Profile
- Proven experience in customer-facing roles such as retail, hospitality, contact centres, or reception where you handled direct customer enquiries.
- Effective verbal and written communication skills that enable simplifying technical details for non-technical audiences and producing precise written responses.
- Comfortable navigating web-based software and Google Workspace with a demonstrated aptitude for quickly mastering new systems.
- Strong focus on accuracy with attention to detail in data entry and adherence to processes.
- Ability to manage multiple requests simultaneously while prioritizing based on urgency and impact.
- Maintain composure under pressure and skilled at defusing potentially tense customer interactions.
- Curious about software functionality with a preference for resolving issues independently rather than escalating prematurely.
- Eager to learn, capable of self-directed training and proactive in applying feedback.
Optional but advantageous qualifications include experience with ticketing/CRM tools like Zendesk, multi-channel support (phone, chat, email), background in healthcare reception or general practice, and familiarity with using AI assistants for drafting and research purposes.
Why Work at HotDoc?
- Transparent career progression ladder defining expectations, progression criteria, and compensation.
- Flexible hybrid work model blending remote work with one in-office Team Day per week in Melbourne CBD.
- Access to complimentary health and wellbeing programs starting day one, along with Employee Assistance Program sessions via Uprise.
- Generous learning and development budget plus professional coaching to support career growth.
- Inclusive and supportive team culture complemented by company-wide events accessible to both hybrid and remote staff.
Diversity and Inclusion
HotDoc prioritizes employee wellbeing and values diverse backgrounds, experiences, and abilities. The company fosters an inclusive environment encouraging applications from all communities.
Work Conditions and Requirements
- Applicants must reside in Victoria and cannot be fully remote.
- Must hold unrestricted Australian work rights (citizens, permanent residents, or visa holders with rights for over six months with a single employer).
- Attendance at Melbourne headquarters is required one day weekly for team collaboration.
Compensation
The position offers an annual base salary of $60,000 plus 12% superannuation, paid bi-monthly.