Contact Center Agent

  • by
  • Full Time
  • Perth

Role Title:

Contact Centre Agent (CCA)

Reports to:

Contact Centre Supervisor

POSITION DETAILS

Position Purpose:

The Contact Centre Representative is the first point of call for all customers and is responsible for providing support to all DAD staff and the business as a whole. Provide customers with suitable bookings and communicate procedures and policies clearly.

Qualifications / Licensing Required

Covid-19 Vaccination (Desirable)

Personal Skills, Knowledge and Abilities Required

Have excellent customer service skills, with previous contact centre experience being highly regarded;

Have excellent verbal communication skills and a professional telephone manner;

Have a very high level of accuracy and attention to detail in data entry;

Have a friendly, positive demeanour and can-do attitude, willing to be part of a team and interact positively with patients;

Have the ability to multi-task – calls and data entry;

Have the ability to work at a fast pace, while maintaining accuracy and composure;

Be competent using computers/IT and standard MS Office products (email, word, excel);

Previous Contact Centre Experience highly regarded.

Key Responsibilities and Accountabilities

Use excellent telephone manner to process telephone bookings promptly and efficiently, maximising the number of calls successfully taken.

Make suitable bookings and communicate procedures and policies clearly to customers

Appropriately triaging patient’s symptoms to ensure only appropriate calls are passed to teams

Answer and distribute calls accurately and efficiently to the teams on the road via PMS (Patient Management System)

Regular updates with all teams on the road

Create / update the Call Distribution report as required

Enter patient data and send Medicare Claims to Medicare

General housekeeping of office and equipment

Making necessary reports in the event of an issue or incident on shift;

Maintain professional standards in presentation, communication and conduct at all times.

Maintain confidentiality of patient information;

Comply with the Dial-A-Doctor Employee Handbook.

Job Type: Casual

Salary: From $34.26 per hour

Schedule:

  • Night shift
  • Weekend availability

Ability to commute/relocate:

  • Victoria Park, WA 6100: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • You must have a current CPR certificate or are willing to obtain one.
  • You must have a current police clearance or are willing to obtain one.

Work Authorisation:

  • Australia (Required)

Application Deadline: 30/09/2022

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