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Form of workAbout Country Hearing Care & our Culture
Country Hearing Care (CHC) is a family-owned, independent and ethical Hearing Healthcare provider. We employ a diverse and dynamic team and have permanent clinics in Broken Hill, Mildura, Swan Hill, Echuca and Bendigo. Our core focus is firmly fixed on building positive and long-lasting relationships with our communities and providing the highest possible level of care to our clients. We pride ourselves on an exceptional company culture and live by our core company values-
- Trusted Team
- Compassionate Client-Centred Care
- Passionate Professionals
- Ethical Service
Job Summary:
The Client Engagement Coordinator is responsible for managing inbound phone calls, directing them to the appropriate internal departments as required, and addressing various customer service inquiries. This role requires excellent phone customer service skills and experience, including the ability to effectively communicate with clients, resolve issues, and maintain a high level of professionalism and care at all times. The coordinator will be the first point of contact for clients and play a key role in fostering positive client relationships.
This role will be a hybrid structure of ‘in-office’ and ‘work-from-home’.
Functions:
- Client Communication and Support
- Client Issues Resolution and Escalation
- Client Relationship Management
- Data Entry and Reporting
- Appointment and Scheduler Coordination and Pricing Management
- Team Collaboration and Development
Responsibilities:
Inbound Call Coordination: Manage all inbound phone calls and ensure they are directed to the correct internal departments or individuals as appropriate.
Appointment Coordination and Pricing Management: Schedule appointments efficiently and manage pricing according to company guidelines.
Customer Service: Provide exceptional customer service on the phone, addressing inquiries, resolving issues, and ensuring an exceptionally high level of client satisfaction.
Communication: Communicate with internal departments to facilitate call transfers, provide information, and resolve client issues.
Documentation: Maintain accurate records of client interactions, issues, and resolutions in the CRM system or other tracking tools.
Problem Resolution: Handle any client complaints and escalate complex issues to the appropriate person or department for resolution.
Client Engagement and Care: Build and maintain positive relationships with clients, offering assistance and support as needed.
Data Entry and Reporting: Enter customer data into the system accurately and generate reports on call volume, issue resolution, and customer feedback as requested by management.
Follow-up: Follow up with clients to ensure their issues have been resolved to their satisfaction.
Team Collaboration: Collaborate with other client services team members to share knowledge and improve service quality.
Continuous Improvement: Participate in training and development opportunities to enhance client service skills and knowledge.
Experience:
Minimum of 1-2 years of experience in a customer service or Client Engagement role, preferably in a call centre or similar environment.
Skills:
- Excellent phone customer service skills
- Strong communication and interpersonal skills
- Ability to multitask and handle high call volumes
- Problem-solving and conflict resolution skills
- Demonstrated ability to maintain a professional demeanour and positive attitude in all client interactions.
- High attention to detail and organisational skills
Technical Skills - Proficiency with phone systems (3CX experience an advantage), CRM software, and standard office applications (e.g., Microsoft Office Suite).
Working Conditions:
- The position requires frequent use of phone and computer systems.
- May involve extended periods of sitting and/or standing.
-The position will be a hybrid structure of ‘in-office’ and ‘work-from-home’.
Compensation
- Competitive salary, commensurate with experience and qualifications
