Customer Service Specialist

Role Overview

MyIntegra’s Customer Service Specialists play a vital role in delivering excellent customer experiences. This position involves addressing inquiries via phone, email, chat, and SMS, providing courteous, professional, and prompt assistance. You will guide customers through the NDIS process by clearly articulating Plan Management advantages while ensuring each client feels valued and understood.

Primary Duties

• Manage inbound and outbound communications across multiple platforms with empathy and professionalism.
• Explain NDIS requirements and Plan Management benefits clearly and supportively.
• Establish trust and rapport through compassionate and transparent communication.
• Identify root causes of customer issues, provide effective resolutions, and conduct follow-ups to confirm satisfaction.
• Keep accurate, detailed records of all interactions to support auditing and compliance.
• Understand and implement NDIS Program Rules alongside internal protocols to offer knowledgeable support.
• Utilize MyIntegra’s CRM systems such as Salesforce for inquiry management and administrative duties.

Candidate Profile

• Previous experience in call center customer service focusing on active listening and call management.
• Strong problem-solving abilities combined with skills to foster empathy and relationship-building.
• Excellent verbal and written communication proficiency.
• Attention to detail and commitment to quality in documenting and interacting with customers.
• Effective time management, especially in high-paced settings.
• Capability to work both autonomously and collaboratively.
• Flexible with change, proactive in seeking guidance and adapting to new situations.
• Familiarity with CRM platforms such as Salesforce and use of structured communication templates/scripts.
• Knowledge of NDIS and its Code of Conduct is preferred but not required.

About MyIntegra

MyIntegra is an accredited NDIS provider operating nationally, specializing in Plan Management and Support Coordination. Our organization supports people living with disabilities to confidently manage their plans through secure technology and dedicated assistance. Certified to ISO 9001:2015 standards, we actively participate in Disability Intermediaries Australia.

Benefits & Culture

• Flexible work arrangements combining remote and office-based tasks.
• A welcoming, diverse, and inclusive workplace culture.
• The chance to genuinely impact the wellbeing of people with disabilities.
• Continuous training and clear pathways for career development and advancement.
• Access to a comprehensive Employee Assistance Program for personal support.
• Exclusive discounts with leading retailers and access to corporate health insurance plans.

Application Process

Candidates should submit a resume and cover letter. Successful applicants must complete a mandatory NDIS Worker Screening Check and reference verifications. The expense of the screening will be refunded upon commencing employment. MyIntegra is committed to equal opportunity and encourages applications from diverse backgrounds, including Aboriginal and Torres Strait Islander peoples and persons with disabilities.