Customer Service Specialist at APM Group · Cloverdale

Job Description

At MyIntegra, our Customer Service Specialists are the heart of our customer experience. In this role, you’ll respond to customer enquiries via phone, email, live chat, and SMS, delivering support that is professional, friendly, and timely. You’ll help customers navigate the NDIS by clearly explaining Plan Management benefits and ensuring every customer feels heard, understood, and valued.

Key Responsibilities

• Handle inbound and outbound enquiries across multiple channels with empathy and professionalism.
• Clearly communicate NDIS requirements and the benefits of Plan Management in a clear and supportive manner.
• Build trust and rapport with customers through open, compassionate communication.
• Investigate and resolve customer issues by identifying the root causes, offering effective solutions, and following up to ensure satisfaction.
• Maintain accurate and detailed records of all customer interactions for audit and compliance purposes.
• Learn and apply NDIS Program Rules and internal procedures to deliver informed and effective support.
• Use MyIntegra’s systems and platforms (e.g., Salesforce/CRM) to manage enquiries and complete administrative tasks.

About You

To thrive in this role, you’ll bring:

• Experience as a customer service agent in a call centre, with active listening and call flow control.
• Strong problem-solving skills and ability to build empathy and rapport.
• Excellent verbal and written communication skills.
• High attention to detail and focus on quality in documentation and interactions.
• Time management skills in a fast-paced environment.
• Ability to work independently and collaboratively.
• Adaptability to change and willingness to take initiative and ask for guidance.
• Familiarity with CRM systems like Salesforce and templated/scripted communications.
• Understanding of NDIS and Code of Conduct requirements (Desirable)

About Us

MyIntegra is a registered NDIS provider offering Plan Management and Support Coordination across Australia. We empower people with disability to manage their plans confidently using secure tools and expert support. We are ISO 9001:2015 certified and proud members of Disability Intermediaries Australia (DIA).

What We Offer

• Flexible hybrid work model (split between home and office).
• Supportive, inclusive, and friendly team culture.
• Opportunity to make a meaningful impact in the lives of people with disability.
• Ongoing training, career development, and progression opportunities.
• Access to a comprehensive Employee Assistance Program.
• Discounts with major retailers and corporate health insurance rates.

Application Process

Apply with your résumé and cover letter. Successful applicants will undergo a NDIS Worker Screening Check and employment reference check. Costs for the NDIS screening will be reimbursed on your employment start date.

MyIntegra embraces diversity and is an equal opportunity employer. We welcome applications from candidates of all backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disability.

Additional Information

All your information will be kept confidential according to EEO guidelines.