Emergency Resource Officer (ER24 Vodacom Contact Centre 11, Sandton, ZA, Witkoppen )

Mediclinic
South Africa
Workplace: OnsiteContractFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Telephonic etiquette","Customer service","Communication","Time management","Triage","Escalation","Incident logging","Case management","Conflict management","Emotional control","Resilience","Interpersonal skills","Administration","Writing and reporting"]

Capture, prioritise, and respond to inbound customer interactions across multiple platforms, coordinating assistance and requests through the ER24 Vodacom Contact Centre. Handle calls with strong telephonic etiquette, perform triage and escalation based on urgency, and manage accurate incident logging and case management. Use contact-centre systems, maintain patient confidentiality and POPIA compliance, and stay effective under pressure while managing multiple priorities and distressed callers.

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FursaFursa
Mediclinic
Mediclinic
1 day ago

Emergency Resource Officer (ER24 Vodacom Contact Centre 11, Sandton, ZA, Witkoppen )

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Capture, prioritise, and respond to inbound customer interactions across multiple platforms, coordinating assistance and requests through the ER24 Vodacom Contact Centre. Handle calls with strong telephonic etiquette, perform triage and escalation based on urgency, and manage accurate incident logging and case management. Use contact-centre systems, maintain patient confidentiality and POPIA compliance, and stay effective under pressure while managing multiple priorities and distressed callers.
Location: South Africa
Workplace: Onsite
Employment Type: Contract
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Acknowledge and coordinate assistance for requests through multiple mediums.
  • •Receive, capture, and prioritise incoming interactions through various platforms to support clients with requests.
  • •Handle calls using triage and escalation protocols to assess urgency and prioritise incidents appropriately.
  • •Log incidents and manage cases accurately using contact-centre processes.
  • •Follow patient confidentiality, POPIA, and information security requirements, including conflict management with distressed callers.

Key Requirements

  • •Grade 12 education.
  • •2 years in an omnichannel Customer Service Contact Centre environment.
  • •Sound knowledge and competence in Contact Centre systems.
  • •Basic knowledge and application of Emergency Care, including international patient care.
  • •Competence in call handling, triage, escalation, and incident logging/case management processes.
Experience:2+ years
Skills:Telephonic etiquetteCustomer serviceCommunicationTime managementTriageEscalationIncident loggingCase managementConflict managementEmotional controlResilienceInterpersonal skillsAdministrationWriting and reporting
Tech Stack:Microsoft OfficeIntranet applications

Company Brief

Mediclinic
Part of Mediclinic International, Mediclinic Middle East operates hospitals and clinics across the UAE, delivering specialist acute care, outpatient services and multi-disciplinary treatment across Dubai, Abu Dhabi, Al Ain and Al Dhafra.
Industry: Hospitals & Clinics
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Dubai, United Arab Emirates
Founded: 1983
Glassdoor
Glassdoor: 3.9
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