Customer Service Officer

3 weeks ago

Perth, Western Australia Amana Living Full time

Why Choose Amana Living?

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career.

Our Benefits

  • Competitive rates
  • Salary packaging benefits up to $18,550
  • School holidays childcare assistance
  • Continued superannuation contribution for employees who are on paid on unpaid parental leave
  • Health and wellbeing programs and more
  • Ongoing training and development to keep your skills growing.
  • Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference

The Role

The Customer Service Officer provides a first point of contact to potential clients and their families seeking information or assistance pertaining to the services available to them within Amana Living Home Care, Housing and Residential Care services. This role is offered on a casual basis working on average 4 days per week (8.30am-4.30pm) from our Subiaco corporate office.

Key responsibilities:

  • Responding to all incoming enquiries (face to face, telephone and email) regarding Amana Living services available, in a professional, timely, effective and efficient manner ensuring client satisfaction is maintained
  • Redirecting incoming calls to the most appropriate Service Stream Customer Service Coordinator to ensure a timely response
  • Proactively driving business sales and seeking out opportunities to promote the services available within Amana Living to both current and potential clients and assisting them in selecting those that are best suited to their needs
  • Documenting accurately and in a timely manner, significant information and details from client interactions in the Customer Relationship Management system (CRM) and redirecting to the appropriate team member as required
  • Establishing, developing and maintaining active relationships with current clients and prospective clients to assist in generating new business for Amana Living products/services
  • Following up with any clients that haven't progressed to the handover point, to ensure admissions are maximised

About you

The successful candidate will have proven exceptional customer service experience, being responsible for identifying the service needs required and best match the enquiry to the appropriate Amana Living service, ensuring the service delivery is focussed on the needs of the client.

Competencies & Behaviours

  • Ability to understand and communicate financial information and concepts effectively
  • Effective time management and problem-solving skills
  • Sensitivity to issues of confidentiality, gender, cultural diversity, disability and age in dealing with a wide variety of client groups
  • Effective planning and organising skills
  • Well-developed written and verbal communication skills
  • Able to manage emotional or distressed customers in a supportive manner

Essential Criteria:

  • Demonstrated customer service experience, preferably in a highly regulated/complex environment
  • Knowledge of the Aged Care industry and/or Home Care Common Standards (desirable)
  • Successful sales experience would be advantageous (desirable)
  • Ability to obtain a National Police Clearance (within 6-months validity)
  • Successful completion of pre-employment health form and reference checks
  • Evidence of COVID-19 and current flu vaccinations

How to apply

If you are interested in this role and meet the essential criteria and have a minimum of 4 weekday availability, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.

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