Talked
Customer Success
Australia's leading online therapy platform.
Customer Support
Full-time
Remote | GMT+10
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
·
Why Talked
We're a Melbourne based team dedicated to transforming the way Australians access mental health support. With firsthand experience of the barriers people face in seeking help, we created Talked to break down these obstacles and provide a modern, compassionate, and effective approach to online therapy.
Our amazing team of psychologists and mental health professionals are not only highly qualified and experienced but also deeply passionate about helping individuals achieve their mental health goals.
By joining Talked, you will: Have an opportunity to have a seat at the table and shape the way Talked delivers support to the Australian community / Make a genuine and positive impact on thousands of people - helping to improve people’s mental health and lives / Gain invaluable experience in all aspects of running the business, receiving director mentorship from both of Talked’s founders / Work autonomously and independently – all while being fully remote (we do have a co-working space that you are more than welcome to come to)
About the role
We are seeking a Customer Service Representative to be the frontline ambassador of Talked. You will be responsible for delivering exceptional service and support to our patients and therapists.
In this fully remote role, you'll handle inquiries, make outbound calls to existing customers offering support in accessing therapy, resolve issues, develop relationships with key stakeholders, and be a core part of the future growth of Talked.
Your passion for therapy and dedication to customer satisfaction will be instrumental in upholding our reputation for excellence.
Your role is split between customer success and operations. These responsibilities include:
Customer Success
- Be the first point of contact for inbound and outbound calls
- Develop relationships with key stakeholders including therapists, NDIS support coordinators and workers’ compensation case managers
- Handle referrals from GPs, NDIS and workers' compensation
Operations
- Researching, documenting and improving our processes
- Participate in expanding the business by helping to develop new products, services and features.
- Implement your growth strategies
This role would be the right one for you if you:
- Want to work in a small, but growing mental health startup
- Are passionate about the mental health space and want to make a difference in the lives of everyday Australians
- Want the freedom to work autonomously but also desire to be a part of a team
- Adaptable and comfortable with learning new skills
- Are a good communicator and comfortable talking to people and on the phone
What you'll be responsible for
- 🛟
Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
- ⭐️
Customer Education and Onboarding
Assist customers in onboarding, provide education on product features, and give personalized support for success
- 💬
Customer Feedback-Driven Enhancement
Collect and analyze customer feedback to improve products, enhance the customer experience, and ensure continuous quality enhancement
Skills you'll need
- ✍🏼
Written communication
Writes in a clear and structured format to convey information and ideas effectively to a target audience
- 🎙
Verbal communication
Speaks clearly to convey information effectively to a target audience
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Applying with Hatch
Talked is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch