Contact Centre Agent

MSI Australia; Melbourne; Presencial; AUD 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary packaging up to $9,010 + $2,650

Professional development / study leave

Parental leave (up to 14 weeks)

Employee Assistance Program

Discounted clinical services

Descripción de la vacante

MSI Australia is seeking a Contact Centre Agent at the Richmond Support Office. You will greet clients with empathy, gather information for bookings, and provide concise answers on prices, procedures and appointments.

You will collaborate with clinical teams to ensure accurate data and timely responses across voice and digital channels. The role requires compassionate communication, strong data entry, and a commitment to upholding MSI Australia's values and service standards.

Formación

• Pro-choice advocacy required
• Strong data entry skills and ability to learn hospital software
• Experience in client-focused healthcare environment
• Desirable: experience maintaining medical records
• Excellent written and spoken communication
• Proficient English (written and spoken)
• Good time management and prioritisation
• Adaptable, collaborative team player

Responsabilidades

• Respond to clients swiftly, empathetic and non-judgemental
• Book appointments accurately across channels
• Record client information and bookings precisely
• Maintain knowledge of clinical services and work with clinical teams

Conocimientos

Pro-choice advocate

Data entry skills

Healthcare experience

Medical records knowledge

Excellent communication

English proficiency

Time management

Teamwork & adaptability

Educación

No formal degree required

Herramientas

Hospital software exposure

Descripción del empleo

About us:

Our Vision: Your body, Your choice, Your future.

We are Australia's leading, specialised, non-profit advocate and provider of abortion and contraception services. We are a significant provider of clinical and support services across Australia. We are also an advocacy organisation, we work on policy and legislative change, we provide information to the public, we support people through counselling and mental health awareness and services, and we work to reduce the stigma, discrimination and stress related to access to abortion care and contraception.

We work to give people reproductive choices.

MSI Australia operates a network of 6 clinics, a national telehealth service providing comprehensive termination of pregnancy, contraception, vasectomy and national family planning support. Our National Contact Centre is the first point of contact for clients across our clinic network and telehealth service, supporting them through both voice and digital channels.

Position title:

Contact Centre Agent

Location:

Richmond Support Office

Reports to:

National Contact Centre Manager

Hours per week:

4 - 5 days per week (32 - 38 hours)

Required days:

Weekdays

The role:

Our Contact Centre Agents are the first point of contact for our clients, and one of the most important. You will provide empathy, compassion and understanding, while also collecting the information needed to book clients into the services they require quickly and accurately. Our clients may be distressed or anxious when they contact us, so it is important that they can speak with someone quickly and are supported without judgement. The Contact Centre team is an integral part of our organisation and plays a key role in making sure clients are responded to swiftly, effectively and compassionately. You will work closely with our clinical teams, keep your knowledge of our services up to date, and make sure every client’s booking and details are recorded accurately.

Your Responsibilities

Client contact

• Respond to clients swiftly, recognising that they may be distressed or highly anxious
• Use an empathetic and non-judgemental phone manner to help put clients at ease
• Answer client questions on prices, procedures and general appointment enquiries
• Provide a superior client experience across both voice and digital channels

Bookings & data entry

• Book appointments for clients in a timely and stress-free manner through both digital and voice channels
• Accurately record client information and booking data
• Maintain quality data collection relating to client bookings

Service knowledge & teamwork

• Maintain up-to-date knowledge of our clinical services and operations, so you can respond to client calls effectively and efficiently
• Develop and maintain professional relationships with clinical team members, so clients receive exceptional care

Required Skills and Qualifications:

• A Pro-choice advocate
• Strong computer data entry skills and ability to learn complex computer programs (hospital software exposure highly desirable)
• Experience in a client-focused healthcare environment
• Desirable to have involvement in maintaining medical records
• Excellent written and spoken communication skills
• Written and spoken English language skills
• Effective time management and prioritisation skills
• Adaptability, Teamwork and Collaboration

Benefits of working at MSI Australia:

• Generous salary packaging options up to $9,010 + $2,650 meals and entertainment,
• Dynamic Learning Management Platform and opportunity to access professional development / study leave allowance,
• Up to 14 weeks company paid parental leave
• Employee Assistance Program
• Discounted clinical services for you and your immediate family members.

Employment Requirement:

• Provision of two professional referees,
• Be prepared to undergo a National Police Check, prior to commencement,
• Be prepared to undergo an International Vetting Check, prior to commencement,
• Declaration of full immunisation history,
• Evidence of current working rights in Australia.

Organisational Goals, Missions, Values, Purpose, Behaviour Statements

In addition to the above, we also ask our staff work understand and demonstrated our goals, mission, values,

Our Goal

The Prevention of Unwanted Births

Our Mission

Children by Choice not Chance

Our Values

Integrity, Agency, Safety, Quality, Courage

Our Purpose

Your choice, made easier

Values and Behaviours

In this role, you will:

• Understand and comply with the Code of Conduct and Behaviour Policy for employees and all relevant MSI policies and procedures.
• Demonstrate commitment to organisational values and behaviours at all times.

MSI Australia develops, maintains and rewards a culture of personal and professional accountability for desired behaviours which include:

Position enquiries:

For further information regarding this position, please contact:***********@msiaustralia.org.au