Customer Experience Agent

About the role

St John Ambulance Victoria is looking for an experienced Customer Experience Agent to be the first point of contact for customers, clients and students. You will handle inbound sales, first‑aid training bookings, certificate enquiries and a variety of other calls while working closely with the Customer Experience Manager.

Key responsibilities

• Answer inbound calls and manage outbound outreach to maximise conversion rates.
• Process bookings for first‑aid courses and issue student certificates.
• Maintain accurate records of interactions using SAP and/or Salesforce.
• Achieve team KPIs and sales targets while delivering high‑quality customer service.
• Collaborate with the team to continuously improve the customer experience.

Required profile

• Proven experience in a call‑centre or phone‑based sales environment.
• Strong customer service, communication and multitasking abilities.
• High attention to detail and accuracy.
• Ability to work collaboratively in a team‑oriented setting.

Required skills

• SAP
• Salesforce

What we offer

• Flexible working arrangements to support work‑life balance.
• Salary packaging options including general expenses, meals & entertainment, and novated leasing.
• Supportive team environment in modern offices.
• Training, professional development and discounted private health insurance.