Inbound Homecare Support Specialist

Zoom Recruitment; Sydney; On-site; AUD 41,000 - 58,000; Full time

Benefits offered by this job

North Ryde location

Job summary

Zoom Recruitment is seeking a Customer Service Officer for their North Ryde NSW team. You will handle a high volume of inbound calls and emails, assisting patients, carers and healthcare providers with order placements, prescriptions and entitlements, while maintaining accurate records.

In this role you will need excellent verbal and written communication, a patient and empathetic approach, and strong problem solving to resolve issues promptly in a fast-paced environment.

Qualifications

• Previous experience in a high-volume inbound customer service or call centre environment.
• Excellent verbal and written communication skills.
• Empathetic and patient approach, particularly with sensitive or vulnerable customers.
• Strong problem-solving skills and the ability to manage challenging conversations professionally.
• Excellent attention to detail and a high level of accuracy.
• The ability to multitask and manage competing priorities in a fast-paced environment.
• Strong computer skills and the ability to navigate multiple systems.
• A proactive approach with a genuine commitment to delivering outstanding customer service.
• The ability to work effectively both independently and as part of a supportive team.

Responsibilities

• Handle a high volume of inbound customer calls, providing professional, friendly and empathetic service.
• Assist customers with order placement and enquiries via phone and email.
• Process prescription-based requirements accurately and efficiently.
• Manage customer contract entitlements and associated requirements.
• Coordinate equipment orders, supply arrangements and delivery tracking.
• Respond to customer enquiries and provide clear, tailored solutions in line with company policies and procedures.
• Proactively communicate with customers regarding delayed deliveries and arrange urgent orders where required.
• Manage sensitive customer situations with patience, understanding and discretion.
• Maintain accurate customer records in accordance with Homecare procedures and compliance requirements.
• Work collaboratively with internal teams to ensure customer needs are met and issues are resolved in a timely manner.

Skills

High-volume calls

Communication skills

Empathy

Problem solving

Attention to detail

Multitasking

Computer skills

Independent worker

Team player

Job description

Zoom Recruitment is seeking a Customer Service Officer for their North Ryde NSW team. You will handle a high volume of inbound calls and emails, assisting patients, carers and healthcare providers with order placements, prescriptions and entitlements, while maintaining accurate records.

In this role you will need excellent verbal and written communication, a patient and empathetic approach, and strong problem solving to resolve issues promptly in a fast-paced environment.