Address
Form of workJob no: 495858
Work type: Full time
Location: Perth CBD, Inner & Western Suburbs
Categories: Sales & Marketing
ABOUT US
Amana Living is one of the largest Aged Care providers in Western Australia and is a dynamic, people focused Not for Profit organisation, dedicated to delivering exceptional care and services for our older generation as they live the second half of their lives. We offer a broad range of services, including residential care facilities, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services.
THE ROLE
The Customer Service Officer provides a first point of contact to potential clients and their families seeking information or assistance pertaining to the services available to them within Amana Living Home Care, Housing and Residential Care services.
Key responsibilities
Responding to all incoming enquiries (face to face, telephone and email) regarding Amana Living services available, in a professional, timely, effective and efficient manner ensuring client satisfaction is maintained
Redirecting incoming calls to the most appropriate Service Stream Customer Service Coordinator to ensure a timely response
Proactively driving business sales and seeking out opportunities to promote the services available within Amana Living to both current and potential clients and assisting them in selecting those that are best suited to their needs
Documenting accurately and in a timely manner, significant information and details from client interactions in the Customer Relationship Management system (CRM) and redirecting to the appropriate team member as required
Establishing, developing and maintaining active relationships with current clients and prospective clients to assist in generating new business for Amana Living products/services
Following up with any clients that haven’t progressed to the handover point, to ensure admissions are maximised
ABOUT YOU
The successful candidate will have proven exceptional customer service experience, being responsible for identifying the service needs required and best match the enquiry to the appropriate Amana Living service, ensuring the service delivery is focussed on the needs of the client.
Competencies & Behaviours
Ability to understand and communicate financial information and concepts effectively
Effective time management and problem-solving skills
Sensitivity to issues of confidentiality, gender, cultural diversity, disability and age in dealing with a wide variety of client groups
Effective planning and organising skills
Well-developed written and verbal communication skills
Able to manage emotional or distressed customers in a supportive manner
Essential Criteria
Evidence of COVID-19 and 2022 Flu vaccinations
Ability to obtain a National Police Clearance (within 6-months validity)
Successful completion of pre-employment health form and reference checks
Class C drivers’ licence
Previous experience in a Customer Service role
Previous experience in a highly regulated or complex industry
Knowledge of the Aged Care industry and/or Home Care Common Standards (desirable)
Successful sales experience would be advantageous (desirable)
WHAT’S ON OFFER
Working for Amana Living offers you a fulfilling career with the opportunity to have a meaningful impact on the community we support, while advancing your professional development in a high performing team.
Salary packaging benefits up to $18,550
Discounted private health insurance with HBF and Medibank Private
Health and Wellbeing programs and more!
Shortlisting and interviews will commence immediately.
Advertised: 24 Mar 2023 W. Australia Standard Time
Applications close:
Position Description
