Customer Service Officer
4 weeks ago
Doutta Galla Aged Services' vision is to provide residential aged care service options which are affordable and inclusive of people with diverse experiences and backgrounds. Our values are Respect the Individual, Care with Compassion, Do Better, Positivity and Optimism and Be Accountable.
As the first point of contact at our Corporate Office in Footscray, you will play a vital role in the initial client experience with Doutta Galla in communicating, qualifying and problem solving for our clients.
You will manage incoming enquiries from clients who may require assistance navigating the aged care process through to clients who require our home support services, looking at moving into one of our 8 residential aged care Homes or looking for a retirement living lifestyle.
This role will be a mix of administration, call and reception duties. You will also contribute to the efficient and effective running of the front reception support functions and you will liaise closely with the Alliances & Partnerships General Manager, the Executive Assistant and the Admissions team.
**What will you be doing?**
- Greeting and welcoming people when they access our services via phone, digitally or in person
- Taking inbound calls in relation to our services, logging new enquiries into Salesforce system and/or communicating and transferring enquiries to other teams
- Identifying customer needs and providing excellent customer service
- Being sensitive and understanding to the needs and issues of all people accessing our services
- Capturing information accurately and documenting into Salesforce CRM or spreadsheets for our admissions team to assist in securing opportunities for home support, residential aged care or retirement living
- Administrative support to the admissions team including downloading support plans, and booking appointments and tours for prospective clients
- Assessing the urgency and importance of client requests and ensuring these are forwarded to the appropriate department
**To be considered for the position you will have**:
- Proven experience in a customer service environment
- Outstanding communication, active listening skills and the ability to respond empathically
- Interest in helping people
- Excellent rapport building and customer development skills
- Excellent time management
- The ability to think on your feet and respond to clients quickly and professionally
- The ability to work collaboratively and be self-motivated
- Knowledge and experience with CRM tools such as Salesforce, Microsoft Office 365 suite, knowledge of digital platforms such as Facebook, Survey Monkey, Canva and healthcare service platforms such as My Aged Care portal will be highly regarded
**Why work for us?**
Working with Doutta Galla is not just about having a job to go to. Working with us is about having a job that is meaningful and rewarding, one that gives back to our communities, one that lets you know that the work you do is truly important and valued.
The benefits of working with us:
- Full Time at our Corporate Office in Footscray
- Attractive not-for-profit Salary Packaging
- Rewarding role assisting with the care of seniors from diverse backgrounds
- Training for the role including systems
- A supportive, safe, and friendly workplace culture
- Immediate start available
- Doutta Galla prides itself on cultural diversity and inclusion. We are an equal opportunity employer; all applicants will be considered for employment. Applicants must have the right to work in Australia and eligible to work in Aged Care under the Aged Care Act 1997 (Cth)._
- Please note that if you are selected for employment with Doutta Galla Aged Services, you must be able to provide evidence of a COVID-19 vaccination prior to commencement._
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