We are currently recruiting for several Assistance Coordinator positions. We are seeking full time staff available for all shift hours however we can be flexible for the right candidate. Anyone interested in a part-time position must commit to six weeks full-time work before becoming permanent part-time.
Job description
The purpose of the role is to provide specialist phone-based emergency assistance services to domestic and international travellers in a 24-hour contact centre environment.
Abilities
- Professional and positive work ethic
- High level of communication skills
- Ability to work with team in a cohesive and purposeful manner
- Ability to solve problems and be proactive
- Experience in travel overseas is preferable
- Ability to type accurately at 40 wpm
- Computer literacy
Job requirements
- Speech that is clearly understandable in English
- Ability to hear and understand communication via telephone
- Aptitude for shift work (physical and mental)
- No past medical history that could be exacerbated by working in a screen based desk job
- Ability to remain focused and cope with stress in a noisy, fast-paced environment
Core duties
- Customer service in a contact centre environment
- Establish need and urgency for assistance
- Provide general insurance policy advice
- Refer customers to local services
- Accurately document case activities
Specific duties
- Attend all incoming calls
- Establish initial rapport with callers and first impression of great customer service
- Open new cases in proprietary case management system
- Email or fax requests for documentation to customers
- Obtain relevant and accurate policy details from customers
- Determine the difference between medical and non-medical cases
- Create client reports
- Creating action plans for tasks required to assist customers
- Update registered nurses on all medical cases
- Advise case managers of urgent new cases when appropriate
- Advise customers of their insurance policy, claiming procedures and the role of Customer Care in clear and plain English
- Work independently and as part of a team
- Escalate catastrophic events or complaints
Additional duties
- Assist with administrative duties such as faxing, filing and data entry
- Assist and support case managers and registered nurses on ad hoc basis
Working hours
All permanent staff (including full-time, part-time and night shift staff) work 12-hour shifts. This comprises of 11 hours work and a one-hour meal break.
Training
All new staff undertake an extensive induction and training program when they begin (duration approximately six weeks). During this induction the new staff member is required to work Monday to Friday shifts between the hours of 8.30am to 5.00 pm with a one hour meal break for the first three weeks. For the following three weeks they are mentored by an experienced assistance coordinator.
Career Progression
From Assistance Coordinator it’s a natural progression to the Case Manager position. The average time for staff to be cross-trained as case managers is six to twelve months however exceptional performers may be promoted earlier.
The Case Manager role involves following customers’ assistance to completion. Case Managers work closely with registered nurses as this position primarily involves helping people who are sick or injured which are our most complex assistance cases.
Senior Case Managers are the next career step after one to two years with Customer Care. This role is generally more suited to those with leadership skills as the job involves staff management as well as case management. Team leader positions are also available after approximately two to three years with the company.
APPLY NOW
To apply email your resume to: jobs@customercare.com.au