Customer Service Representative – 12-Month Fixed-Term Role

About the role

Silverchain is looking for a Customer Service Representative to join its busy inbound contact centre. You will be the welcoming voice for clients, care workers and other stakeholders, ensuring every interaction meets high service standards.

Key responsibilities

• Answer inbound calls from Silverchain clients, care workers and partners.
• Provide accurate information, resolve enquiries and handle ad‑hoc requests promptly.
• Record all interactions in the CRM system and follow established procedures.
• Escalate complex issues when necessary and ensure follow‑up actions are completed.
• Participate in a 2‑4 week training program at the Bella Vista office.

Required profile

• Previous customer service experience, preferably in a call‑centre environment.
• Strong communication and active listening skills.
• Empathy, patience and a solution‑focused mindset.
• Resilience, positive attitude and ability to work both independently and as part of a team.
• Passion for community work or relevant industry experience is highly regarded.

Required skills

• Experience with CRM platforms, preferably Salesforce.
• Proficiency with standard computer applications (e.g., Microsoft Office).

What we offer

• 12‑month fixed‑term contract (75 hours per fortnight).
• Hybrid work model after training: 3 days onsite, 2 days remote.
• Regular office hours: 8:30 am – 5:00 pm, Monday to Friday.
• Opportunities for professional development, training and education.
• Being part of a not‑for‑profit organisation focused on high‑quality home care.