Customer Service Officer

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, home care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career.

• →Responding to all incoming enquiries (face to face, telephone and email) regarding Amana Living services available, in a professional, timely, effective and efficient manner ensuring client satisfaction is maintained
• →Redirecting incoming calls to the most appropriate Service Stream Customer Service Coordinator to ensure a timely response
• →Proactively driving business sales and seeking out opportunities to promote the services available within Amana Living to both current and potential clients and assisting them in selecting those that are best suited to their needs
• →Documenting accurately and in a timely manner, significant information and details from client interactions in the Customer Relationship Management system (CRM) and redirecting to the appropriate team member as required
• →Establishing, developing and maintaining active relationships with current clients and prospective clients to assist in generating new business for Amana Living products/services
• →Following up with any clients that haven’t progressed to the handover point, to ensure admissions are maximised

The successful candidate will have proven exceptional customer service experience, being responsible for identifying the service needs required and best match the enquiry to the appropriate Amana Living service, ensuring the service delivery is focussed on the needs of the client.

• Ability to understand and communicate financial information and concepts effectively
• Effective time management and problem-solving skills
• Sensitivity to issues of confidentiality, gender, cultural diversity, disability and age in dealing with a wide variety of client groups
• Effective planning and organising skills
• Well-developed written and verbal communication skills
• Able to manage emotional or distressed customers in a supportive manner

• Demonstrated customer service experience, preferably in a highly regulated/complex environment
• Knowledge of the Aged Care industry and/or Home Care Common Standards (desirable)
• Successful sales experience would be advantageous (desirable)
• Ability to obtain a National Police Clearance (within 6-months validity)
• Successful completion of pre-employment health form and reference checks
• Evidence current Flu vaccination

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.

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