Contact Centre Representative

1 month ago

Melbourne, Victoria, Australia Marie Stopes Australia Full time
About Us

Marie Stopes Australia is a leading non-profit advocate and provider of abortion and contraception services. We strive to give people reproductive choices and work towards reducing stigma, discrimination, and stress related to access to abortion care and contraception.

Job Title: Contact Centre Agent

We are seeking a client-focused Contact Centre Agent to join our team based out of our support office in Richmond. The role can be tailored to shorter shifts within school hours and could be suitable for parents wanting to return to work.

Main Responsibilities
  • Respond to a high volume of inbound online bookings, enquiries, and feedback using various communication forums in a timely, professional, and efficient manner.
  • Attend to inbound and outbound calls and relevant administrative activities required to support clients.
  • Maintain accurate client records across respective databases within the organisation with high attention to detail.
  • Assist with the prioritisation of tasks with other team members to meet daily KPIs.
  • Keep up to date with what's happening within MSI-Australia and respond positively to ongoing organisational updates and changes.
Your Profile
  • Pro-choice and champion of women and pregnant people's rights.
  • Passionate about de-stigmatising abortion, sexual, and reproductive health.
  • Fantastic customer service skills and experience.
  • Exceptional verbal and written communication skills.
  • Professional telephone manner.
  • Confidence using MS Office and database management systems.
  • Ability to work autonomously and within a team environment.
  • An understanding of the importance of confidentiality.
  • Ability to work to targets and KPIs.
Our Benefits
  • Role paid at a rate above the Health Professionals and Support Services Award (classified as Support Services Level 1 - 3): $25.65.
  • Rate progression after 12 months.
  • Non-for-profit salary packaging: a portion of salary can be used to pay for expenses before income tax, saving you potentially thousands.
  • Supportive Employee Assistance Program.
Our Goals, Missions, Values, Purpose, Behaviour Statements

In addition to the above, we also ask our staff to understand and demonstrate our goals, mission, values:

  • Our Goal: The Prevention of Unwanted Births.
  • Our Mission: Children by Choice not Chance.
  • Our Values: Integrity, Agency, Safety, Quality, Courage.
  • Our Purpose: Your choice, made easier.

In this role, you will:

  • Understand and comply with the Code of Conduct and Behaviour Policy for employees and all relevant MSI policies and procedures.
  • Demonstrate commitment to organisational values and behaviours at all times.

MSI Australia develops, maintains, and rewards a culture of personal and professional accountability for desired behaviours which include:

  • Care & Compassion: We care for our people, clients, communities, and each other and recognise that people have their own diverse, physical, emotional, social, and cultural needs. We always act with compassion and kindness. We conduct our work with honesty and integrity.
  • Trust & Safety: We prioritise both the physical and mental well-being of our people, clients, communities, and each other. Our words, actions, communications, and workplaces are free from judgment and discrimination. We value accountability and know that we build trust with our clients and communities through all staff being accountable for their performance.
  • Partner & Collaborator: We value partnership and teamwork and believe we are better together. We seek to collaborate with other organisations where our vision and values align. Our language, communication, and actions focus on collaboration and cooperation rather than competition or conflict.

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