Call Centre Operator

Amplifon

  • Melbourne, VIC
  • Permanent
  • Full-time
  • 9 days ago
Job Category: Call Center - OperationsJob Description:Changing Lives, Transforming CareersAt Amplifon, we're more than a company. As the Global Leader in hearing care, we combine cutting-edge solutions with a personal touch to create unforgettable experiences for our customers.With a shared vision to empower people and push boundaries, we thrive in a culture built on care, collaboration, and impact. Here, your work fuels innovation, growth, and a purpose that resonates far beyond the ordinary.Join us and shape a future where sound connects, inspires, and transforms lives.Life at Amplifon:Working at Amplifon gives you the chance to make your voice heard, build strong working relationships, and create your own tailor-made career.Here, you'll find all the support, tools, and opportunities you need to grow, whether it's through our top-class development programs or by taking on projects in other parts of the world. And your colleagues will be there to motivate and inspire you every step of the way.Key Responsibilities:
Third party client management: (including but not limited to Bupa, Suncorp, Queensland Workcover, and VBR Lawyers)
  • In-bound call management from relevant stakeholder. • Create new FOX file for each member, if required.
  • Communicate and/or respond to stakeholders on appointment bookings or confirmations.
  • Reschedule appointments if necessary, within priority timeframe.
  • Ascertain type of appointments to be booked from the referral provisional diagnosis.
  • Organize replacement Audiologist when assigned Audiologist is unable to attend base clinic.
  • Update iRBS and upload report, as required.
  • Generate and review ad hoc or monthly reporting.
  • Generate invoice, as necessary.
  • Prepare end-of-month reporting for all completed assessments for Finance review.
  • Prepare end-of-month invoiced assessments.
  • Forward remittance to Finance and follow-up on any payments not received.
  • Conduct any other duties as directed by the business.
Client Care management:
  • Support Client Care with inbound and outbound activities, booking client appointments.
  • Demonstrate excellent customer service skills by being polite and courteous resulting in positive outcomes for the business.
Success Factors (KPI)
  • Ensure average response time for scheduling appointments and reporting is meeting or exceeding Service Level Agreement (SLA) of accounts being managed.
  • Meeting or exceeding customer satisfaction score for services provided by Amplifon.
Experience and Skills:
  • Experience in managing third-party relationships.
  • Proficient in Excel skills.
  • Strong planning & organisational skills.
  • Results driven with strong focus on generating leads.
  • Experience in demonstrating confidentiality of information received or sent.
  • Experience in confidently using technology / platforms to manage accounts and duties.
  • Demonstrate a pro-active, flexible, and agile style of working.
  • Ability to build strong rapport with internal / external stakeholders.
  • Able to present to a small group as required
  • Experience in supporting Client Advisor's to meet SLA targets.
Behaviours:
  • Adherence to the company values.
  • An understanding of and commitment to the company vision.
  • A respect for clinical standards and client care regardless of role.
  • Respectful, empathetic and professional treatment of everyone you work with including team members, clients, contacts, stakeholders and other colleagues.
  • A commitment to building relationships with others and to handle conflict constructively and positively.
  • An open, flexible mind, positive approach and the ability to thrive in a fast paced outcomes focused industry.
Putting People First:One of the ways we amplify careers is by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel.In addition, if you're ready to put in the hard work, we'll make sure your dedication and achievements are recognised.Ready to take the next step in your career? Amplify your purpose with Amplifon!As an employer that embraces Equal Opportunity and promotes inclusion and diversity, we encourage people of all ages and backgrounds to apply.

Amplifon