Contact Centre Consultant

4 days ago

Sydney, Australia Bupa Full time

**About the role**
- Sydney Office Based / Hybrid WFH Role
- Training in Office
- Ongoing Hybrid / WFH (1 day per week in office)
- Start Date: Early/Mid February

As part of the BMVS (Bupa Medical Visa Services) Customer Operations Contact Centre Team, you’ll play a vital role in supporting customers through their visa medical journey. Working in a fast-paced, high-volume environment, you’ll book medical appointments and be the first point of contact for any customer inquiries. This dynamic role is key to ensuring we deliver accurate, clear, and timely support to customers while meeting key performance metrics. Your ability to handle complex information and deliver exceptional service will directly contribute to the success of BMVS, a business that operates in a highly dynamic health and stakeholder landscape.

**Responsibilities**
- Be the first point of contact, providing exceptional customer service and empathy during inbound and outbound calls.
- Assist customers with visa medical inquiries and manage appointment bookings with accuracy and care.
- Simplify complex information into clear, easy-to-understand language for customers.
- Use our knowledge library and website effectively to source and share accurate information.
- Identify and escalate issues promptly for further investigation and resolution.
- Meet key performance indicators while embracing feedback and coaching for continuous improvement.
- Maintain professionalism, confidentiality, and a commitment to supporting customers in a fast-paced, high-volume environment.

**About You**

You’re a detail-oriented individual with strong multitasking skills, thriving in fast-paced, high-volume environments. Your customer-focused mindset, paired with empathy and effective communication, ensures you deliver exceptional service and create positive experiences for every interaction.

You are comfortable using Microsoft Office and basic technology, with a keen ability to quickly learn and adapt to new systems. Resilient and positive under pressure, you bring a "can-do" attitude and a passion for helping others.

You enjoy collaborating within a team and working autonomously in a remote environment. While previous contact centre experience is highly desirable, your enthusiasm, adaptability, and commitment to delivering outstanding results are what truly set you apart.

**What’s in it for you?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

Other benefits include discounts on health insurance, as well as access to our new global wellbeing program, Viva. Viva has been designed to help you to live a healthy and happy life. It encompasses a comprehensive health and wellbeing program which includes access to health insurance benefits that will assist with covering the cost of medical treatment, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. You will also be eligible to access various discounted products and services through our VIVA wellbeing partnerships.

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