Contact Centre Agent

5 days ago

Melbourne, Victoria, Australia I-Med Full time

**Job Title**: Contact Centre Agent

**Company**: I-Med Radiology Network

**Location**: Mount Waverley, Victoria, Australia

**About the company**:
At I-Med, quality, working together, innovation, compassion and connection are the values that define us - our people are the epicentre of this
Our Contact Centre agents are a pivotal part of our business. They provide an essential service to people across Australia who require support as part of their healthcare journey.
As a member of our Mount Waverly team, you will be the first line point of contact for patients who call us, in need of an image or scan. Our patient's circumstances are varied, so you'll be dealing with a broad spectrum of cases, ranging from people celebrating the very best news to people in more challenging, situations. Therefore, your ability to 'read the room', and act with empathy and compassion will set you apart as one of our agents.

**About the role**:

- Handling inbound calls from patients across Australia who require support as part of their healthcare journey
- Acting as the first point of contact for patients who call in need of an image or scan
- Dealing with a broad spectrum of cases, ranging from people celebrating the very best news to people in more challenging situations
- Providing a high level of customer service and acting with empathy and compassion
- Shift-based working in a contact centre environment - purely inbound
- The opportunity to work Hybrid after 3 months

**Responsibilities**:

- Providing the very best customer experience, navigating 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
- Listening and communicating effectively, particularly during difficult situations
- Remaining calm, patient, and empathetic during moments of need
- Multitasking with high attention to detail

**Requirements**:

- Strong focus on providing the very best customer experience
- Ability to read the room and act with empathy and compassion
- Ability to listen and communicate effectively, particularly during difficult situations
- Ability to remain calm, patient, and empathetic during moments of need
- Excellent multitasking skills with high attention to detail
- Experience in a customer service role is preferred but not essential

**Benefits**:

- Starting salary of $58,980 plus superannuation
- Structured, 6-week learning and development program to set you up for success
- Ongoing coaching to help you be your best
- Free, secure onsite parking for all employees
- Employee benefit scheme offering salary packaging options, discounted health insurance and gym memberships, banking and travel benefits
- Generous discounts provided on I-MED services
- Opportunity for flexible work arrangements based on performance after 3 months
- Recognition and Reward program, including awards and retail discounts
- Monthly events including birthday cakes, morning tea, Culture and Engagement activities, charity fundraisers, and team building
- State of the art building with inbuilt Micro Market, table tennis table, professional Nespresso coffee machine, and fruit deliveries
- Generous referral program

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