Contact Centre – Personal Services

We operate an emergency answering service for the elderly.

To be successful in this role you will need to have
– Fluent English, (Written and verbal)
– Familiarity with Australian/American culture
– Attention to detail
– Strong work ethic
– Good internet connection

Please respond to this advertisement with:
– Your Resume/CV
– Voice introduction of yourself through Click to view/

A little more about the role below.

About Us
The business operates, a 24-hour personal emergency call centre supporting ageing Australians and those living with a range of impairments.

About the Role
We are seeking Telephone Assistants who are passionate about aged care. You will have a caring nature, endless patience, and outstanding English communication skills that allow you to establish instant rapport with the client. You must be able to provide reassurance and support with kindness, while remaining friendly, calm and providing clear instructions when needed. An understanding of Australian and American culture would be a bonus.

In addition to answering incoming calls in response to a medical alarm activation, you will also be required to make outgoing calls to clients to check on their welfare, give reminders, or provide information about the services we provide.

The role suits anyone meeting the criteria and wanting a flexible role working from home anywhere in Australia. Nursing or medical students are welcome to apply.

Who are our Clients
The elderly, young adults, people needing assistance, those living independently, vulnerable adults, those with mental health issues, people recovering from surgery or injury, those aging in place, children and parents, friends and carers. These clients might be living at home or in a retirement village setting.

Job Type
This role is permanent carrying out regular shifts weekly including day, afternoon and night shifts between 4 hours and 8 hours in length.

Location and Equipment Needed
You would be required to work from a secure quiet location without interruption or background noise. A good internet connection is essential along with a reliable desktop or laptop computer.

Duties and Responsibilities
You will be required to carry out the following:
– Answer incoming calls within 10 seconds
– Follow appropriate scripts and instructions
– Triage calls according to the procedure to determine whether an ambulance is required
– Enter all call notes into the web-based ticketing system
– Provide Concierge service for clients (e.g. arranging appointments or transport)
– Provide medication reminder calls to clients
– Carry out customer on-boarding processes including explaining how the Rosie service operates
– Carry out on-line research
– Maintain a clean and safe workspace, and abide by work from home workplace health and safety policies and procedures
– Work in a shift work environment
– Other general administration tasks as directed by management.

Qualifications and Skills
The following qualifications and skills are required:
– Up to date Police Check (required prior to employment) – local police
– Excellent English communication skills, spoken and written
– Professional phone manner
– Strong computer/IT skills
– Familiarity with Microsoft Office programs
– Fast accurate typing
– Empathetic, patient and understanding
– Excellent customer service commitment
– Aged care experience desirable but not essential
– Contact centre experience highly desirable
– Clerk and administrative assistant experience desirable but not essential
– First Aid certificate or equivalent is desirable but not essential
– General understanding of business operations.

Training
All training will be given either in person or via the Microsoft Teams environment. Candidates for the roll must be able to meet minimum proficiency standards in the following areas:
– Computer Platform Training – Theory and Practice Competency
– Telephone Triage – Theory and Practice Competency
– Privacy, Dignity and Confidentiality Training – Theory and Practice Competency
– Telephone Communications – Theory and Practice Competency
– Operations Manual Training – Theory and Practice Competency

Renumeration and Work hours
Part time staff will work based on rotating shifts and will be paid on the following basis:
– 8-hour or 4-hour shifts
– You must be at your desk and available to take calls and carry out assigned tasks for these shift times

Equal Opportunity Employer
We are an equal opportunity employer and are committed to the principle of equal employment opportunity for all candidates and employees. We are committed to providing a selection process and workplace free of all forms of discrimination and harassment. Our employment choices are based entirely on the job requirements without regard to race, age, sex, colour, religion or belief, family or parental status. We do not tolerate discrimination or harassment of any kind.