Seeking individuals with strong customer service and solutions experience for a high volume, multichannel call centre. Prior Community Services or Aged Care industry experience/studies essential

Client Details

Be part of the team at this Australian-based not-for-profit provider of independent living services through at-home care, retirement living and residential aged care, the organisation prides itself on supporting and providing services to their clients, ensuring that compassion and respect remain at the core of their business

Description

• Provide our clients with a professional service in a clear, accurate, and timely manner over the phone and online
• Provide expert advice to address complex client queries
• Be responsible for the end to end customer interaction to maximise customer satisfaction ensuring the customer receives timely solutions
• Respond to complaints, resolve customer issues and find solutions to customer problems in a timely manner
• Work with a sense of urgency and a commitment to quality
• Ensure all client transactions and information is entered and stored appropriately and accurately on relevant systems
• Be the first point of contact for customer enquiries, actively listening and be solution focused
• Prioritise client needs in a courteous and respectful manner
• Build positive relationships with clients ensuring a quality experience
• Capture information and interpret customer needs by offering solutions or information across all streams of business (At Home Support, Retirement Living and Residential Aged Care)
• Work efficiently and effectively in a high volume fast paced multifunctional and multichannel environment
• Embrace, acknowledge and act upon constructive feedback
• Participate and represent business requirements on projects and campaigns as needed
• Work collaborative in a team environment

Profile

This role handles medium to high volume inbound calls, so you would ideally have a combination of the following skills, behaviours and experience:

• Strong customer service skills and the ability to work through problems and provide solutions in a complex environment
• Demonstrated experience in delivering customer service over the phone
• Demonstrated experience in the community services industry, e.g. disability services, aged care, nursing etc.
• Certificate 4, equivalent or above in a community related qualification
• Availability to be rostered on a rotating 24/7 roster, but shift will be rostered between 6am - 10pm
• Recent experience using a Customer Relationship Management (CRM) application
• Good typing skills and ability to multitask
• Attention to detail and data entry accuracy
• Self-motivated and up for the challenge of a high volume dynamic environment
• Empathetic and patient approach with a genuine customer focus and willingness to help others
• Ability to work in a constantly changing & pressured environment

Job Offer

What is on offer for the successful candidate;

• 12 Month contracts with potential to become permanent - Full time and part time options
• Access to comprehensive salary packaging benefits, including Private Health Insurance discounts Professional development and career opportunities
• Kelvin Grove location
• Fun and inclusive team environment
• Opportunity to give back by contributing to the care and wellbeing of our clients

Applications close 1st March 2021. To apply, please click the 'Apply' button below.