Virtual Inbound Call Centre Agents

USD$500-$8000 monthly
Seeking 10 Work From Home Position (Virtual Inbound Call Centre Agents) servicing Australian Clients. You will be trained


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About the role
Provide customer service support at initial point of contact, streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership group;
Process referrals, reschedules and cancellations;
Be available to work in a rostered environment and adhere to work schedules;
Ensuring escalated cases are identified and promptly transferred to an Intake Clinician;
Liaison with internal and external stakeholders in relation to the service provided by the Client Assist Contact Centre;
Relevant and quality record keeping and documentation regarding client information;

About you
Demonstrated experience contact centre experience;
Well- developed communication and stakeholder engagement skills;
Ability to research and make sound decisions using appropriate judgement;
Analyse and evaluate customer needs, requesting support as appropriate;
Understand and make connections with community, government and other services;
Collaborate with other staff in immediate work area, across a virtual team and with other areas of the department;
Support and train others, undertake ongoing training;
Work in and adapt to a changing environment;
High level computer literacy and ability to use multiple online systems; and
Commitment to holistic customer service.

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