Senior Customer Care Consultant

Responsibilities

• Handle inbound calls with empathy, professionalism, and patience
• Provide clear and accurate information regarding healthcare-related enquiries
• Support customers navigating sensitive or emotionally challenging circumstances
• Accurately navigate multiple digital systems, screens, and tools
• Maintain strict confidentiality when handling personal or health-related information
• Work within a structured, time-sensitive environment following set rosters
• Collaborate with team members to meet quality and performance standards

Requirements

• Previous experience working in a high-volume contact centre
• Ability to work onsite in our Melbourne CBD office
• High levels of emotional maturity, resilience, and the ability to remain calm under pressure
• Strong technical skills and confidence navigating multiple digital platforms
• Empathetic and patient communication style
• Full availability to work within the operating window of Monday to Friday, 8:00am to 8:30pm AEDT

Preferred Qualifications

• Previous experience within the healthcare industry

Benefits

• Competitive salary and benefits package
• Modern Melbourne CBD office with excellent facilities and transport links
• Professional development and clear career progression pathways
• A supportive and inclusive team culture
• Structured roster planning provided in advance

About the Company

FirstSource is a global leader in customer experience management, partnering with some of Australia’s most respected brands across healthcare and other essential service sectors. We deliver exceptional service by putting people first, both our customers and our team members.