Contact Centre Agent

3 days ago

Castle Hill, Australia CMH Practice Management Full time

**Contact Centre Agent**

**Who are we?**

CMH Practice Management is a dynamic medical firm, with three clinics under its banner and several new and exciting centres under development. We are leading in technical innovation and intelligent programming, backed by decades of clinical and operational success. We offer Australian medical practices a complete service in practice management

At our medical centres, and corporate office, we encourage our employees to keep seizing opportunities and learning new things that will help improve clinical and operational outcomes within the sector. We are on a new journey of growth, and we believe in creating opportunities for our people to grow and progress. Protecting the health and safety of our people, and those we work with, will always be our overriding priority. We value diversity, equality, and inclusion.

**About the role**

**We are looking for Casual staff who can work on a rotating roster. **The Contact Centre is open 8am to 6pm. We are looking for highly engaging Contact Centre Agents who are driven by performance to achieve excellent customer service and quality when handling customer interactions. This is a key role in supporting our patient services teams and doctors in ensuring we maintain a high-quality of service.

Success in this role will be visible through demonstrated strong performance of KPIs, excellent customer service feedback, and thorough documentation.

**The responsibilities of the role include**:

- Ensuring rapid response to inbound phone and requests from members and clients
- Maintaining professional and detailed documentation of all actions and communications undertaken in the delivery of services
- Ensuring continuous improvements to drive increased performance
- Achieving performance goals and KPIs accordingly
- Working with internal departments to engage audiences and clients more deeply
- Ensuring key processes are being followed, such as call scripts and recording of information in key systems
- Contributing to a positive internal culture to enhance team performance
- Providing active service recovery to members and clients when constructive feedback has been received

**Who are you?**

You will be a highly motivated self-starter with a positive attitude, able to operate in a target-orientated, quality-controlled environment where being able to work with a high level of accuracy to prescribed processes and to strict deadlines is a prerequisite.

**You will need**:

- Contact Centre or Call Centre experience desirable
- Strong customer service experience
- Ability to communicate with compassion
- The desire and passion to help people
- Ability to work in high volume and pressured situations
- Able to be flexible with rotating roster
- Ability to react to a situation competently and in a calm manner, capable of handling pressure.
- Ability to confidently give instruction and constructively take feedback.
- Excellent verbal and written communication skills
- Excellent organisational skills and prioritisation skills
- Experience in the following fields is well suited (Reception, call centre roles, administration, health care fields, retail, Customer support officer, sales admin)
- No medical experience is required as this role is Primarily an Operations and Call Operator role with plenty of support and training

**Job Type**: Casual

**Salary**: $22.00 - $30.00 per hour

Schedule:

- Afternoon shift
- Day shift
- Morning shift
- Rotating roster

COVID-19 considerations:
Full covid vaccination required or valid medical exemption

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