Job 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

• Ability to demonstrate strong verbal and written communication skills
• Demonstrated ability to manage time effectively and multitask in a fast-paced environment
• 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
• Ability to follow written directions with ease
• Strong adherence to company procedures and processes
• Ability to adapt to new processes and changes quickly
• Has a positive mental attitude and contributes to the team in a meaningful way
• Willingness to learn and grow within the role
• Minimum 1 year customer service or administrative experience
• Strong time management and multitasking abilities
• Basic technical skills and an interest in troubleshooting and problem-solving technical issues
• Genuine interest in helping others and providing excellent customer service.
• High attention to detail and accuracy
• Adherence to processes and ability to adapt to change
• Is a positive contributor to their team environment.
• Willingness to learn and undertake self-directed training when required
• Prior experience in customer service essential

Why Join HotDoc?

• Collaborate with a passionate and driven team
• Enjoy a dynamic, supportive, and inclusive work environment
• Hybrid working - enjoy the flexibility to work from home and work from our Melbourne CBD Office
• Access to our free Health & Wellbeing Programs from day one
• Access to a generous L&D Budget
• Company wide events & activities in the office for all remote and hybrid staff
• EAP sessions through our wellbeing partner Uprise
• Career & Strengths coaching with our in-house L&D Coach.

HotDoc is a place where you can be you.

Our people are at the heart of HotDoc. We are an employee first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.

We celebrate diversity at HotDoc and we encourage applications from all backgrounds, communities and industries, and arecommitted to having a team that is made up of diverse skills, experiences and abilities.

If you would like to find out more about how we celebrate diversity, please visit https://practices.hotdoc.com.au/diversity-inclusion-belonging/

Working Requirements

• This role is open only to Victorian residents with valid full time working rights.
• This role is not open to remote employees.
• The successful candidate will be required to attend our Melbourne HQ office once a week for a Team day

Salary

$56,000 AUD per annum paid twice monthly