Customer Service Officer

1 week ago

Melbourne, Victoria, Australia Doutta Galla Aged Services Full time

As the first point of contact at our Corporate Office in Footscray, you will play a vital role in the initial client experience with Doutta Galla in communicating, qualifying and problem solving for our clients.

You will manage incoming enquiries from clients who may require assistance navigating the aged care process through to clients who require our home support services, looking at moving into one of our 8 Residential Aged Care Homes or looking for a Retirement living lifestyle.

This role will be a mixed role of administration, call and reception duties. You will also contribute to the efficient and effective running of the front reception support functions and you will liaise closely with the General Manager of Alliances & Partnerships, the Executive Assistant and the Admissions team.

**What will you be doing?**
- Greeting and welcoming people when they access our services via phone, digital or in person
- Taking inbound calls in relation to our services, logging new enquiries into the system and/or communicating and transferring enquiries to other teams
- Identifying customer needs and providing excellent customer service
- Being sensitive and understanding to the needs and issues of all people accessing our services
- Capturing information accurately and documenting into CRM or excel spreadsheets for our admissions team to assist in securing opportunities for home support, residential aged care or retirement living
- Administrative support to the admissions team including downloading support plans, and booking appointments and tours for prospective clients
- Assessing the urgency and importance of client requests and ensuring these are forwarded to the appropriate department

**To be considered for the position you will have**:

- Proven experience in a customer service environment
- Outstanding communication, active listening skills and the ability to respond empathically
- Interest in helping people
- Excellent rapport building and customer development skills
- Excellent time management
- The ability to think on your feet and respond to clients quickly and professionally
- The ability to work collaboratively and be self-motivated
- Knowledge and experience with CRM tools, Microsoft Office 365 suite, knowledge of digital platforms and healthcare service platforms such as My Aged Care portal will be highly regarded

**Why work for us?**

Doutta Galla Aged Services is a not-for-profit aged care organisation with over thirty years' experience caring for people from a diverse range of backgrounds. At Doutta Galla we are proud of the diversity of our residents and staff - everyone is welcome.

By joining Doutta Galla you will be able to give back to the community with the benefits of both professional development and attractive, not-for-profit salary packaging. This position offers an exciting opportunity to work in a role and with an organisation you can be proud of.

**For more information, refer to the position description.**
- Doutta Galla prides itself on cultural diversity and inclusion. We are an equal opportunity employer; all applicants will be considered for employment. Applicants must have the right to work in Australia and eligible to work in Aged Care under the Aged Care Act 1997 (Cth)._
- Please note that if you are selected for employment with Doutta Galla Aged Services, you must be able to provide evidence of COVID-19 vaccinations prior to commencement._

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