Emergency Resource Officer

Mediclinic International; Sandton; On-site; ZAR 201,000 - 268,000; Part time

Job summary

Mediclinic International in Sandton is seeking a dedicated Contact Centre agent for an on-site, fixed-term role. You will receive, capture and prioritize incoming client interactions across multiple channels, assisting with requests while maintaining confidentiality and high service standards.

The position requires 2+ years in omnichannel customer service, Grade 12, and strong communication skills. Closing date is 08/10/2026; 1 position available.

Qualifications

• Essential education: Grade 12.
• Minimum 2 years in an omnichannel Customer Service Contact Centre.
• 3 years in an omnichannel Customer Service Contact Centre environment preferred.

Responsibilities

• To acknowledge and coordinate assistance for requests through multiple mediums.
• To receive, capture and prioritise all incoming interactions through various platforms to support clients.
• Handle requests promptly and maintain accurate incident records.

Skills

Contact centre systems

Emergency care knowledge

Phone etiquette

Customer service

Time management

Interpersonal skills

Microsoft Office

Writing & reporting

Call handling

Triage & escalation

Information gathering

Case management

Stress management

Confidentiality & POPIA

Conflict management

Resilience

Education

Grade 12

Job description

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ER24 Contact Centre – Cell C 112| Fourways, Sandton | South Africa

Closing date: 08/10/2026
Number of positions: 1
Workplace Type:On-site
Fixed Term

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

To receive, capture and prioritise all incoming interactions through various platforms to accurately support clients with any requests

KEY RESPONSIBILITY AREAS

To acknowledge and coordinate assistance for requests through multiple mediums

Personal Effectiveness

REQUIRED EDUCATION

ESSENTIAL EDUCATION

Grade 12

DESIRED EDUCATION

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE

2 years in an omnichannel Customer Service Contact Centre environment

DESIRED EXPERIENCE

3 years in an omnichannel Customer Service Contact Centre environment

REQUIRED JOB SKILLS AND KNOWLEDGE

• Demonstrate sound knowledge and competence in Contact Centre systems
• Demonstrate a basic knowledge and application of Emergency Care inclusive of international patient care
• Demonstrate sound competence in telephonic etiquette
• Sound competence in customer service and communication skills
• Effective time management and prioritisation skills
• Strong interpersonal and relationship-building skills
• Computer literacy (e.g. Microsoft Office and intranet applications)
• Writing and reporting
• Demonstrate sound knowledge of call handling, triage and escalation protocols
• Demonstrate the ability to assess urgency and prioritise incidents appropriately
• Demonstrate proficiency in information gathering and questioning techniques
• Demonstrate sound knowledge of incident logging and case management processes
• Demonstrate competence in working under pressure and managing multiple priorities simultaneously
• Demonstrate sound knowledge of patient confidentiality, POPIA and information security requirements
• Demonstrate competence in conflict management and handling difficult or distressed callers
• Demonstrate resilience and emotional control in high-stress situations

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements.

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