Client Care Representative

2 weeks ago

Perth, Western Australia Lifeworks Full time

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. As a global-leading health and well-being provider - encompassing physical, mental and financial health - TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

To support the Contact Centre Team leader in all aspects of the customer service and engagement across the business. This roles focus is the effective management of all calls regardless of the enquiry. Differing administrative tasks are involved in this role, which will be allocated by the leadership team and completed on an 'as required' basis.

Position Title

Client Care Representative

Reports To

Contact Centre Lead

Other Key Relationships
- Senior Manager, Contact Centre Operations
- National Contact Centre Team Leader
- Head of Operations

Employment Type

Full-Time Permanent

**Responsibilities**:
Customer Excellence
- Assisting clients with service requests for appointments and support. Supply information in a timely and in a courteous and professional manner.
- Maintaining an excellent knowledge and understanding of services including EAP, Triage, Management Consultation, Critical Incident, Work Support, LifeWorks platform.
- Completing allocated tasks and projects assigned by the team leader accurately and within the required timeframes.
- Proficient use of all systems.
- Ensuring all complaints/issues are undertaken according to the Business Improvement Client Management (iSight) system guidelines and processes.
- 100% compliance with LifeWorks by Morneau Shepell and NCC administration procedures (e.g. staff roster, bookings, leave provisions, etc).
- 100% compliance with QA Policy and Procedures.

Business Goals

Key Performance Indicators

Client Focus
- 100% adherence with service delivery standards as stipulated by organisation's contractual requirements and LifeWorks by Morneau Shepell policies.
- Maintains a high level of customer service and is dedicated to meeting the expectations and requirements of clients.
- Has the ability to undertake and follow through on a particular task or process.

Communication Skills
- Manages client requests whilst maintaining call quality at a high standard.
- Practices attentive and active listening.
- Has excellent written, verbal and non-verbal communication skills.

Where permitted by law, company employees must be fully immunized to access a TELUS Health office or customer premises.

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