Outbound Contact Centre Agent

This is a fully remote position, open to applicants in Australia.

📋 Description

• Conduct outbound calls according to the scheduled roster and established call handling protocols.

• Establish rapport with patients to deliver exceptional customer service and provide accurate information.

• Meet outbound call and appointment conversion KPIs through effective communication and patient engagement.

• Precisely schedule appointments using the designated platform, adhering to standard operating procedures (SOPs) with zero errors.

• Execute comprehensive patient screenings, including the verification of personal and Medicare details, prior to booking.

• Handle follow-up call-backs in a timely and professional manner.

• Accurately document call outcomes and patient interactions in the system.

• Relay pertinent patient feedback or operational issues to the Team Leader.

• Identify and promote additional products or services based on patient needs or inquiries (e.g., whitening, aligners).

• Encourage family appointment bookings and maximize scheduling opportunities during each interaction.

• Inform patients about the significance of oral health and regular check-ups to enhance appointment urgency and uptake.

• Keep up-to-date with knowledge of Dental and Allied Health businesses, including services, pricing, and promotional offers.

⛳️ Requirements

• Experience in Outbound Calling (preferred).

• In-depth knowledge of the Dental Industry.

• Exceptional Customer Service and Persuasive Communication skills.

• Proficient in using booking platforms and CRM systems (Dental for Windows preferred).

• High level of accuracy and attention to detail.

• Ability to perform well under pressure.

• Capability to work independently as well as collaboratively within a supportive team.

🏝️ Benefits

• Remote opportunity – Work from home.

• 20% off Dental treatments for you and your family.

• Fitness Passport – discounted gym access.

• 24/7 Employee Assistance Program.

• Health insurance discounts.

• Comprehensive training and ongoing career development opportunities.

• Friendly and supportive dental and management team.

• Team incentives.