Position Overview:
We are seeking a motivated and customer-focused individual to join our team as a Call Centre/Help Desk Team Member. The primary responsibility of this role is to manage inbound and outbound leads from various referral sources and channels (including websites, social media platforms, expos, events, corporate partners, and more), and convert them into customers by promoting our services. The successful candidate will work closely with the intake care coordinators and customer care team to book face-to-face appointments with potential clients for service sign-ups. Additionally, the role includes engaging with clients after they start services to gather feedback and ensure satisfaction, communicating this with the service and quality team.
Key Responsibilities:
1. Lead Management:
- Handle incoming calls and inquiries from potential clients and referral sources, ensuring a warm and informative first point of contact.
- Follow up on leads generated from various referral channels, including websites, social media, expos, events, and corporate partners.
- Maintain and manage a database of leads, ensuring timely follow-up and accurate record-keeping.
2. Client Engagement:
- Actively engage potential clients, answering inquiries about services, pricing, and benefits.
- Use a consultative approach to sell our business services, understanding the client's needs and matching them to appropriate solutions.
- Provide information on care options and guide clients through the process of signing up for services.
3. Appointment Booking:
- Schedule face-to-face appointments with care coordinators or customer care representatives to finalize service sign-ups.
- Coordinate with intake care coordinators and customer care teams to ensure a smooth handover and follow-up with clients post-appointment.
4. Post-Service Engagement:
- Follow up with clients after they have started using services to collect feedback on their experience.
- Address any concerns or issues raised by clients and communicate this feedback to the service and quality team for improvement.
- Ensure clients remain satisfied with ongoing services and assist with any additional needs or changes in service plans.
5. Collaboration:
- Work closely with the Lead Management Manager to track the progress of leads and optimize conversion rates.
- Collaborate with the intake care coordinators, customer care team, and service and quality teams to ensure the highest level of service and client satisfaction.
6. Customer Service:
- Provide exceptional customer service, ensuring every interaction reflects the company’s values of care, empathy, and professionalism.
- Address client concerns and escalate any unresolved issues to the appropriate teams.
7. Reporting:
- Maintain accurate records of all lead interactions, including the status of follow-ups, appointments booked, and outcomes.
- Provide regular reports to the Lead Management Manager on lead management activities, conversion rates, client feedback, and quality improvement suggestions.
Key Competencies:Strong communication and interpersonal skills.Ability to engage potential clients and build rapport quickly.Customer service orientation with a focus on understanding and addressing client needs.Organized, with strong attention to detail and time management skills.Ability to work both independently and in a team-oriented environment.Proficiency with CRM systems and lead management tools. Qualifications:Prior experience in a call centre, help desk, or customer service role, preferably in healthcare or aged care services.Knowledge of lead management, sales processes, and post-service client engagement.Strong problem-solving skills and the ability to remain calm under pressure.Ability to multitask and manage multiple referral sources and client channels.High school diploma or equivalent; additional qualifications in customer service or healthcare management are a plus.