Customer Service Specialist

4 days ago

Manila, National Capital Region, Philippines enablesGROUP Full time

The company is a leading provider of aged care and home care placement services in Australia, dedicated to helping families navigate the complexities of residential and in-home care. With a strong commitment to supporting people in need, it leverages innovative technology and a compassionate support team to match individuals with the best care providers based on their unique needs and preferences. In addition to placement services, the organization operates the country's largest residential aged care consumer review platform, offering valuable insights and resources to assist families in making informed decisions. Its expertise also extends to the disability care sector, providing tailored system navigation and provider matching services.

Job Details:

As a Care Assessment Officer, you will be the first point of contact for families interacting with Client's services and assessing their aged care needs. You will provide compassionate support, assess needs, and offer tailored recommendations to ensure families make informed decisions.

PRIMARY ROLE
  • Handle inbound and outbound calls as the first point of contact for potential clients of the free aged care placement support service.
  • Schedule, make, and remake timely outbound calls, SMSs, and emails to members of the public who provide their details to the Client.
  • Initiate telephone-based discussions with members of the public to qualify their need for use of the Client's service, and if possible, conduct a Case Assessment of their aged care needs prior to transferring the call to a Placement Specialist.
  • Provide general information and advice about aged care placement to members of the public who establish contact with the Client.
  • Provide access to placement decision-making tools to members of the public – including fact sheets, videos, and web-based tools.
  • Support other members of the Client's case management team to facilitate placement introductions to aged & home care providers and provide referrals to other third-party service providers with whom the Client has a relationship.
  • Demonstrate true empathy and compassion for all members of the public with whom the Employee has contact.
  • Adhere to internal guidelines, systems, call scripts/approaches, and other internal tools that relate to the role.
  • Create and maintain Client's records in an accurate and up-to-date manner – particularly as it relates to members of the public with whom the Employee is attempting to, or has, established contact.
QUALITY AND SKILLS:
  • Minimum 2 years of experience in a customer service environment within a customer service and sales-related role.
  • Evidence in achieving KPIs and handling high volumes of daily calls (inbound and outbound).
  • Strong written and verbal communication skills.
  • Strong computer literacy and intuition to problem solve.
  • Mature approach and the ability to work autonomously within a team environment.
  • A strong commitment to helping families place their loved ones into aged care.
  • Experience in aged care or health services is preferred but not essential.
  • The ability to provide timely support to potential aged care residents and their families in a kind, compassionate, and highly empathetic manner.
  • Ability to handle high call volumes and meet performance KPIs.
  • Highly empathetic with a mature approach to client interactions.
  • Strong attention to detail and ability to multitask effectively.
  • Experience in aged care or health services is a plus but not required.

Shift Schedule: Shifting / Rotational

Work Set up: 100% onsite

Work Location: One Corporate Centre Julia Vargas Avenue, Meralco Ave, Ortigas Center, Pasig, Metro Manila

Holiday Observance: Can work during holidays [with premium pay]

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