Emergency Resource Officer

Mediclinic International; Sandton; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Mediclinic Southern Africa is building a talent pool for an Emergency Response Officer role anticipated to commence in January 2027. This unique opportunity involves shaping a high-performing customer experience environment and coordinating assistance for requests across multiple platforms.

Ideal candidates have 2+ years in an omnichannel Customer Service Contact Centre and a Grade 12 education. An internal growth journey with Mediclinic Southern Africa is possible as openings arise.

Qualifications

• Experience in an omnichannel Customer Service Contact Centre environment.

Responsibilities

• Acknowledge and coordinate assistance for requests through multiple mediums.
• Manage personal effectiveness and professionalism in interactions.
• Ensure accurate support for clients and prioritise requests.

Skills

Contact Centre systems

Emergency Cares

Telephone etiquette

Customer service

Time management

Interpersonal skills

Computer literacy

Writing and reporting

Call handling & triage

Incident logging

Information gathering

Pressure management

POPIA & information security

Conflict management

Education

Grade 12

Job description

MAIN PURPOSE OF JOB

Be Part of Something Exciting. Shape the Future with Us.

Are you an experienced Emergency Response Officer ready for your next career-defining opportunity?

We are building a talent pool for an exciting new Emergeny Response Officer opportunity anticipated to commence inJanuary 2027. While the role is not immediately available, we are seeking exceptional leaders who would like to be considered early for this exciting venture and future growth journey.

This is a unique opportunity to be part of something from the ground up, helping to shape a high-performing customer experience environment that will make a meaningful impact on our customers, employees, and business.

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.

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

Become a part of our Talent Community and we will get in touch with you as soon as there is a relevant opening that fits your skills, interests and experience.

Fixed Term