Deskripsi Pekerjaan
Are you a high-pressure communication expert looking for a challenging role where your voice truly makes an impact? TELUS Digital is seeking a dedicated Crisis & Incident Hotline Agent to join our team supporting a premier Australian account. In this high-stakes environment, you will be the calm voice on the other end of the line, providing critical support and structured guidance during sensitive incidents.
This role is designed for professionals who excel at active listening, de-escalation, and accurate information gathering under pressure. You will manage incoming incidents with empathy and professionalism, ensuring that callers feel heard while you document vital data to trigger the appropriate response protocols. If you have a background in Australian account management and possess a calm demeanor, we want to hear from you.
Tanggung Jawab
- Manage high-volume, time-sensitive inbound calls with empathy, efficiency, and unwavering professionalism.
- Conduct structured interviews with callers to accurately capture and document critical incident details.
- Apply de-escalation techniques to maintain a controlled, professional environment during high-stress interactions.
- Execute established incident response protocols while adhering to strict compliance and safety guidelines.
- Collaborate with internal response teams to ensure seamless information flow and rapid resolution.
- Maintain comprehensive and accurate logs of all hotline activity and incident reporting.
- Provide detailed briefings to management on emerging incident trends or systemic issues.
Kualifikasi
- At least 1-2 years of proven experience in an Australian account (BPO/Call Center setting).
- Exceptional command of the English language with a neutral accent suitable for Australian callers.
- Strong background in crisis management, incident reporting, or high-level customer support.
- Ability to remain composed and focused in high-pressure or emergency-based communication scenarios.
- Proficiency in CRM software and rapid data entry with high attention to detail.
- Strong analytical skills to assess information quickly and prioritize urgency.
- Willingness to work shifting schedules, including weekends and public holidays as required.