Customer Response Consultant

Description:

About Anglicare:

As a Christian organisation with a heritage of service spanning 160 years, we exist to serve our community, enrich life and share the love of Jesus. Combining our resources and expertise enables us to work even more effectively to meet changing needs as we reach and serve more people at all stages of life.

About the Role:

Our Customer Contact Centre is seeking a professional and enthusiastic, customer-focused individual to answer incoming customer accommodation enquiries and Triage calls for all areas of Anglicare’s business including COVID19, At Home services, Community assistance services and other enquiries via phone, chat and email. In this role you will ensure that our customer’s needs are met by connecting them effectively to the service that best meets their needs and by providing accurate and relevant information. Use your customer service skills to assist people through one of life’s major transitions to Retirement Living and Residential Care.

Key responsibilities (not limited to):

• Answering incoming calls from customers using softphone via headset
• Responding to email enquiries, SMS, Messaging interactions
• Explaining general product information and services for Residential Care, Home Care, Retirement Living, Business Support and Community Services.
• Making outbound calls to update resident’s families, gather information or qualify prospects
• Enter prospect data into our Particle Sales Lead management System
• Interact with different business units via email and Microsoft Teams

About you:

• Customer Service orientated - customer service experience in a fast paced contact centre (preferably service) environment
• A demonstrated ability to manage priorities and to work to deadlines
• Exceptional verbal and written communication skills
• Intermediate Microsoft Office skills
• Excellent data entry and MS Excel skills
• Can demonstrate alignment with Anglicare Vision Mission and Values, as the first point of contact for Anglicare. Demonstrating patience, tolerance and resilience.
• Attention to detail and can work accurately and efficiently
• Excellent resource and initiative skills
• A strong team player who can balance care and sales experience