Contact Centre Agent

Contact Centre Agent (Inbound Calls)

**About I-Med**:
At I-Med, we value quality, innovation, compassion, connection, and teamwork, and our people are at the heart of everything we do. As one of the largest providers of medical imaging in the world, we operate 250 clinics across Australia and perform over 6 million patient procedures each year.

**About the Role**:
As a Contact Centre Agent at our Mount Waverly location, you will be the first point of contact for patients who call us, seeking support as part of their healthcare journey. You will be responsible for handling inbound calls and dealing with a broad spectrum of cases, ranging from people celebrating good news to people in more challenging situations. Your ability to empathize, show compassion, and provide accurate information in the moment will set you apart as one of our agents.

**What to Expect**:
We offer a structured, 6-week learning and development program engineered to set you up for success. You will receive ongoing coaching to help you be your best, and you will work in a fast-paced environment where multi-tasking with high attention to detail is the norm. You will work in a shift-based schedule in a contact centre environment, with purely inbound calls. After 3 months, you will have the opportunity to work hybrid.

**About You**:
To succeed in this role, you will be highly focused on providing the very best customer experience. You will navigate a range of scenarios with varying emotions, connecting with people compassionately and providing the correct information in the moment to ensure the best possible care for our patients. Your ability to listen and communicate effectively will also be crucial, especially when dealing with people in difficult situations. Your calm, patient, and empathetic approach will mean the world to our patients in a moment of need

**What's in it for You**:
You will receive a starting salary of $58,980 plus superannuation, and we will set you up for success with 6 weeks of paid training and supported onsite coaching. We offer pathways for career progression and secondment opportunities, as well as free secure onsite parking for all employees. Our employee benefit scheme offers salary packaging options, discounted health insurance and gym memberships, banking and travel benefits, and generous discounts on I-MED services. After 3 months, you will have the opportunity for flexible work arrangements based on performance. You will also be part of our Recognition and Reward program, which includes awards and retail discounts, and participate in monthly events such as birthday cakes, morning tea, Culture and Engagement activities, charity fundraisers, and team building. You will work in a state-of-the-art building with an inbuilt Micro Market, table tennis table, professional Nespresso coffee machine, and fruit deliveries, and you will have access to our generous referral program.

**To apply**:
We look forward to hearing from you

**Recruitment Process**:
**Our recruitment process involves three stages**:
**2. Phone Interview**: if you have the relevant experience, you will then be invited to a phone interview, where you will be asked some standard questions to determine your suitability for the role (taking you about 20-25 minutes to complete.

**3. Face to Face Interview**: if successful, you will be invited to an interview which takes about 1 hour. You'll learn more about the role and company and be asked some behavioural questions

**4. Background Checks**: If successful in your interview, we will require 2 x references and a health questionnaire to be completed, you will then be notified if you have been successful for the role.