Customer Service Representative

HotDoc; Melbourne; Hybrid; AUD 51,000 - 69,000; Full time

Benefits offered by this job

Hybrid working

Health & wellbeing programs

L&D budget

Team events

Job summary

HotDoc is hiring a Customer Service Representative in Melbourne to be the first point of contact for patients, practice staff and practitioners. You will resolve Level 1 queries via phone, chat and email and triage more complex issues to Level 2/3 with a clear handover.

You’ll perform routine admin tasks, contribute to the knowledge base, and grow with a published progression ladder. The role offers hybrid work from home and our Melbourne CBD office with one team day per week.

Qualifications

• Experience in a customer-facing role where you resolved enquiries directly with customers.
• Clear spoken and written communication; able to explain technical steps to non-technical users.
• Confidence with web-based software and Google Workspace, and quick to learn new systems.
• Attention to detail and accurate data entry.
• Ability to juggle several enquiries and prioritise by urgency and impact.
• Calm under pressure and able to de-escalate frustrated customers.
• Curiosity about software and troubleshooting.
• Willingness to learn, including self-directed training.

Responsibilities

• Respond to Level 1 enquiries via phone, chat and email within service levels.
• Answer how-to and billing questions and troubleshoot basic issues.
• Triage Level 2/3 inquiries and hand over with complete context.
• Keep customers informed and record interactions accurately.
• Complete routine administrative tasks and data entry.
• Share learnings to improve knowledge base.
• Use approved AI tools with human checks before replies.

Skills

Customer-facing experience

Clear communication

Tech-savvy

Attention to detail

Multitasking

Calm under pressure

Willingness to learn

Team collaboration

Tools

Zendesk

Google Workspace

Job description

Be the first voice our customers hear when they need help - and start a career in HealthTech with a clear path forward.

About HotDoc

At HotDoc, our purpose is to enable the best possible patient experience for everyone in Australia. We build the patient engagement platform that clinics use to let patients book, check in, receive recalls and stay connected with their doctor. Millions of Australians use HotDoc every month - around one in three of us - and the clinics who rely on it expect the support behind it to be as good as the product. That is where you come in.

The role

As a Customer Service Representative you are the first point of contact for our customers - patients, practice staff and practitioners - across phone, chat and email. You will own Level 1 enquiries end to end: understanding the question, resolving it using our knowledge base and tools, and closing the loop so the customer knows exactly what happened. When something needs deeper technical work you triage it accurately and hand it to our Level 2 and 3 specialists with everything they need. You will also carry a share of the team's administrative work - refunds, account changes, data entry and document handling — that keeps Support running smoothly.

What you'll do

• Respond to Level 1 enquiries via phone, chat and email within our service levels, resolving them at first contact wherever you can.
• Answer 'how-to' and billing questions about the HotDoc product suite, and troubleshoot basic system errors using documented fixes.
• Triage Level 2 and 3 enquiries and elevate them with a clear, complete handover.
• Keep customers informed, record every interaction accurately, and follow up on ageing cases.
• Complete routine administrative tasks - refunds, account adjustments, data entry and email handling - accurately and on time.
• Share what you learn with the team and contribute to our knowledge base.
• Use our approved AI tools to draft, summarise and search faster - with a human check before anything reaches a customer.

Who we're looking for

About

• Experience in a customer-facing role - retail, hospitality, contact centre, reception or similar - where you resolved enquiries directly with customers.
• Clear spoken and written communication: you can explain a technical step to someone who is not technical, and your written replies are accurate and well structured.
• Confidence with web-based software and Google Workspace, and a quick hand at learning new systems.
• Attention to detail - accurate data entry, following a process exactly, noticing when something does not look right.
• The ability to juggle several enquiries at once and prioritise by urgency and customer impact.
• Calm under pressure: you can de-escalate a frustrated customer rather than match their tone.
• Curiosity about how software works and a preference for troubleshooting over passing a problem on.
• A willingness to learn - including self-directed training - and to act on feedback.

It would be great, but not essential, if you also have: experience with a ticketing or CRM tool such as Zendesk; experience supporting customers across phone, chat and email in the same role; a background in medical reception or general practice; or experience using AI assistants to draft and research at work or in study.

Why Join HotDoc?

• A clear, published progression ladder - you will know what the next step is, what it takes, and what it pays.
• Hybrid working: work from home and from our Melbourne CBD office, with one Team Day a week in the office.
• Free Health & Wellbeing programs from day one, and EAP sessions through our wellbeing partner Uprise.
• A generous L&D budget, plus career and strengths coaching with our in-house L&D Coach.
• A passionate, supportive and inclusive team, and company-wide events and activities for all hybrid and remote staff.

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 encourage applications from all backgrounds, communities and industries, and are committed to having a team made up of diverse skills, experiences and abilities. If you would like to find out more about how we celebrate diversity, visit https://practices.hotdoc.com.au/diversity-inclusion-belonging/

Working requirements

• This role is open to Victorian residents only and is not open to remote employees.
• You must hold full, unrestricted Australian working rights - Australian citizens, permanent residents, or visa holders with the legal right to work for a single employer for more than six months.
• The successful candidate attends our Melbourne HQ one day a week for a Team Day.

Salary

$60,000 per annum base salary plus 12% superannuation, paid twice monthly.