Customer Service Specialist

Role overview

MyIntegra is seeking a Customer Service Specialist to play a central role in delivering a positive customer experience. In this position, you will support customers across phone, email, live chat, and SMS, ensuring every interaction is handled promptly, professionally, and with genuine care. A key part of the role is helping customers understand the NDIS and explaining the advantages of Plan Management in a clear and reassuring way.

Key responsibilities

• Manage both incoming and outgoing customer contacts across several communication channels, always showing empathy and a professional approach.
• Explain NDIS obligations and the value of Plan Management in a simple, supportive, and easy-to-understand manner.
• Develop strong customer relationships through respectful, compassionate, and open communication.
• Identify the underlying cause of customer concerns, work toward practical resolutions, and follow up to confirm the issue has been addressed.
• Keep thorough and accurate documentation of customer conversations for audit and compliance requirements.
• Learn and follow NDIS Program Rules as well as internal processes to provide accurate support.
• Work with MyIntegra systems and tools, including CRM platforms such as Salesforce, to track enquiries and complete administrative duties.

About the ideal candidate

You should bring previous customer service experience, ideally from a call centre environment, along with the ability to manage calls effectively and listen actively. The role suits someone who is calm under pressure, confident in problem-solving, and able to build rapport with a wide range of customers. Strong written and verbal communication, careful attention to detail, and solid time management are essential. You should be comfortable working on your own as well as in a team, willing to adapt to change, and confident asking for direction when needed. Experience with CRM systems like Salesforce and working from scripts or templates will be helpful. Knowledge of the NDIS and Code of Conduct requirements is desirable.

About MyIntegra

MyIntegra is a registered NDIS provider delivering Plan Management and Support Coordination services across Australia. The organisation supports people with disability to manage their plans confidently through secure digital tools and knowledgeable assistance. MyIntegra is ISO 9001:2015 certified and a proud member of Disability Intermediaries Australia (DIA).

What MyIntegra offers

• A flexible hybrid working arrangement with time split between home and the office.
• A welcoming, inclusive, and collaborative team environment.
• The chance to contribute meaningfully to the lives of people with disability.
• Training, development, and opportunities to progress your career.
• Access to a comprehensive Employee Assistance Program.
• Retail discounts and corporate health insurance benefits.

Application and screening

Applicants are asked to submit a résumé and cover letter. Candidates who progress will need to complete an NDIS Worker Screening Check and provide employment references. The cost of the NDIS screening will be reimbursed on the employee’s start date.

Equal opportunity

MyIntegra is committed to diversity and provides equal employment opportunities. Applications are encouraged from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples and people with disability.