Customer Service Executive - Sydney, Australia - Crisis24

Crisis24

Verified Company

Sydney, Australia

3 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

At Crisis24, A GardaWorld Company, we take a proactive approach to solving business challenges and our customers are at the heart of everything we do.

It's the reason we love rolling up our sleeves and getting down to work - and it's why we're so successful.

It takes an entire team to stand behind something big. Interested?

About Crisis24

Crisis24, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, and has recently expanded its operations, with Medical Assistance added to our Integrated Risk Management portfolio of services.

With a combined expertise covering 55 years we now offer the full spectrum of medical solutions from medical advice, 24/7 medical assistance and proactive case management, to medical evacuation and repatriation services through medical service solutions dedicated to customers - a truly combined medical and security risk management industry leader.

Summary of the Role:

You will liaise closely with hospitals and clinics for appointments and guarantees of payments as well as clients based both in the UK and overseas.

The travellers will require practical help and advice and may be distressed or vulnerable. They will require your support and reassurance. To be successful in this busy role, you will need to be able to work well under pressure, be able to multitask, display empathy, adhere to specific Data Protection and Confidentiality requirements, follow policies and procedures and mainly be enthusiastic

Main Responsibilities:

Acting as an ambassador for excellent customer service delivery
Adhering to telephony and case handling Service Level Agreements
Logging relevant details on the case management system ensuring the calls are handled appropriately, within policy and process.
Referring cases outside own level of authority through the correct escalation process
Adhere to set policies and procedures
Informing and updating the relevant clients in line with policy
Providing regular updates in a timely manner to operational management on high profile and cost cases, highlighting high risk (medically or reputational) cases to your line manager
Providing suitable alternatives and direction to clients to help resolve their problem
Accurately maintaining the information recorded on the case management system
Setting clear customer expectations: Clear timelines for next steps, meeting agreed customer update timings, and handholding the customer through their journey with us
Provide a high level of quality through your service delivery
Be responsive and empathetic to the needs of colleagues and clients.
Communicate professionally, employing excellent listening skills
Build relationships with clients quickly over the telephone and respond respectfully and positively to the client's needs

Job Requirement (Skillset):

Ability to work well under pressure in a busy and fast paced environment
Ability to multitask
Effective time management and ability prioritize workload
Excellent communication skills both verbal and written
Can do will do attitude
Ability to take ownership of problems and resolve them
Previous experience working in Medical Assistance, Insurance, contact centre or customer service essential
Fluency in a second language an asset but not essential

Benefits:

Enhanced Annual Leave entitlement
25 days Annual Leave
Employee Assistance Program

Working Pattern:

The role is full time
The Customer Service Executive will be required to work 76 hours per fortnight and operational requirements may require flexibility in working hours and shift length
Working hours will be rostered across 7 days a week 24 hours per day
Flexibility to work hours at the weekend and Public Holidays is also required

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity.

We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.