Customer Service Officer

ABOUT US

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. 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. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

ABOUT 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. This role is offered on a permanent, full time basis working Monday - Friday (8.30am-4.30pm) from our Subiaco Corporate office.

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

• Demonstrated Customer Service experience, preferably in a highly regulated/complex environment
• Knowledge of the Aged Care industry and/or Home Care Common Standards (desirable)
• Successful sales experience would be advantageous (desirable)
• Ability to obtain a National Police Clearance (within 6-months validity)
• Successful completion of pre-employment health form and reference checks
• Evidence of COVID-19 and 2024 Flu vaccinations

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 per annum
• Discounted private health insurance with HBF and Medibank Private
• Health and Wellbeing programs and more! 

HOW TO APPLY

If you have full time (Monday to Friday) availability and meet the Essential Criteria, please apply now with a copy of your resume.

Shortlisting and interviews will commence immediately.