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3 weeks ago
We are seeking a highly skilled and motivated Customer Care Officer to join our team at Mercy Health. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our staff and facilities.
Key Responsibilities- Provide 1st level remote and in-person IT and telecommunications support to Mercy Health staff and facilities.
- Triage and action customer queries, incidents, problems, and requests; gather information and problem description; attempt to resolve problem and if unable to, refer unresolved calls to 2nd level support teams; log and close calls via the ServiceNow service desk tool.
- Participate in 1st level After Hours support roster.
- Participate in IT projects as assigned by the Service Desk and Technical Support Manager.
- Achieve minimum personal NPS score (and team NPS score) as assigned by the Service Desk and Technical Support Manager.
- Other duties as defined assigned by the Service Desk and Technical Support Manager.
- Strong problem-solving skills - the ability to quickly diagnose and resolve technical issues, often under pressure, is essential in this role.
- Effective communication - clear, concise communication is crucial for interacting with users of varying technical proficiency and explaining solutions in a user-friendly (non-tech jargon) way.
- Customer service orientation - a strong commitment to helping staff, with patience and empathy.
- Excellent time management - the ability to prioritise tasks, handle multiple requests efficiently, and meet deadlines in a fast-paced environment.
Mercy Health is a for-purpose organisation with over 10,000 dedicated, compassionate people. We continue to offer more services and deeper care than ever before. With Mercy, you'll have the chance to make an impact and gain experience that's hard to find elsewhere.
We acknowledge the Wurundjeri Woi-wurrung peoples, traditional Custodians of the Land in which our Head Office is based, on traditional lands of the Kulin Nation and recognise their deep connections to the land, sea, and culture. We extend this acknowledgment to the many Traditional Lands that we operate across Australia and pay our respects to Elders past and present.
We are proud to be recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA). Mercy Health strongly encourages applications from Aboriginal and Torres Strait Islander peoples, and people of all ages, sexualities, genders, abilities, and cultural backgrounds.
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