Contact Centre Agent

A supportive team that is passionate about their work and values
- Full training provided and further development opportunities available
- Part time and Full time Positions available

**_About us:_**
We are an independent, non-profit organisation dedicated to ensuring sexual and reproductive health services are equally accessible to all people living in Australia. MSI Australia is the only national accredited provider of abortion, contraception and vasectomy services, and the country’s longest running provider of tele-abortion. We have a client-centred approach empowering our purpose of your choice, made easier.

MSI Australia operates a network of 10 clinics, a national telemedicine service providing comprehensive termination of pregnancy, vasectomy services from 25 locations and national family planning support. Our clinics and telemedicine services provide support for over 25,000 clients per year.

Our holistic, client-centred approach empowers individuals to control their reproductive health safely, and with dignity, regardless of their circumstances. Through active partnerships with healthcare providers, researchers and communities, our models of care ensure the total wellbeing of our clients is supported at every stage.

**Location**: National Contact Centre, Richmond (Office-based role).

**Reports to**:National Contact Centre Operations Manager and Supervisor

**The role**:We are looking for client-focused Contact Centre Agents to join the MSI Australia team based out of our support office located in Richmond. The role can be tailored to shorter shifts within school hours and could therefore be suitable for parents wanting to return to work.

**Main responsibilities**:

- Attending 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 KPI's

**Our benefits**:

- Role paid at rate above 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 work understand and demonstrated 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

**Our Behaviour Statements**
“We care for our clients and each other with
**compassion**, and as individuals, with their own diverse, physical, emotional, social and cultural needs.

“We conduct our work in an
**honest, just and sincere** manner. We care and deliver through our words and actions.”

“We respect each other for who we are and we all create space for
**trust, safety and wellbeing**”.

**Application Support**: