ABOUT THE OPPORTUNITY

We are recruiting a Call Centre Agent for a healthcare assistance team that supports members, patients, healthcare providers and service partners. This role combines empathetic customer service with accurate case documentation, prompt escalation and reliable coordination when people need support.

KEY RESPONSIBILITIES

• Manage inbound and outbound calls and other approved customer communication channels.
• Assess, document and route enquiries and service requests to the appropriate teams.
• Recognise urgent situations and escalate them immediately according to established protocols.
• Provide clear, calm and empathetic updates to customers and stakeholders.
• Coordinate with internal teams, healthcare providers and service partners to resolve cases.
• Maintain complete CRM/case-management notes and track service follow-up actions.
• Protect confidential information and meet quality, accuracy and service standards.

WHAT WE ARE LOOKING FOR

• Registered Nurse qualification and current professional registration.
• 1–2 years’ experience in a call centre, customer service, healthcare or related support environment.
• Excellent verbal communication, listening and documentation skills.
• Ability to remain composed, empathetic and decisive under pressure.
• Comfortable working rotating shifts and using CRM or case-management systems.
• Healthcare assistance, emergency response, HMO/TPA or insurance experience is an advantage.