Emergency Resource Officer (ER24: Contact Centre - Rain 11, Rivonia, ZA, Rivonia Bo)

Mediclinic
South Africa
Workplace: OnsiteContractFunction: Data Science & Machine LearningSkills: ["Time management","Prioritisation","Communication","Conflict management","Emotional control"]

Receive, capture, and prioritize incoming interactions across multiple platforms in the ER24 Contact Centre. Acknowledge and coordinate assistance for client requests, applying call-handling, triage, escalation, and incident-logging processes to support urgent needs accurately. You’ll manage competing priorities under pressure while using strong communication, telephonic etiquette, and customer-service skills, including maintaining patient confidentiality and information security requirements.

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FursaFursa
Mediclinic
Mediclinic
4 hours ago

Emergency Resource Officer (ER24: Contact Centre - Rain 11, Rivonia, ZA, Rivonia Bo)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Receive, capture, and prioritize incoming interactions across multiple platforms in the ER24 Contact Centre. Acknowledge and coordinate assistance for client requests, applying call-handling, triage, escalation, and incident-logging processes to support urgent needs accurately. You’ll manage competing priorities under pressure while using strong communication, telephonic etiquette, and customer-service skills, including maintaining patient confidentiality and information security requirements.
Location: South Africa
Workplace: Onsite
Employment Type: Contract
Job Function: Data Science & Machine Learning
Seniority: Entry level

Key Responsibilities

  • •Receive, capture, and prioritize all incoming interactions through various platforms to support client requests.
  • •Acknowledge and coordinate assistance for requests through multiple mediums.
  • •Assess urgency, triage incidents appropriately, and follow escalation protocols.
  • •Gather information using effective questioning techniques and document incidents using logging and case management processes.
  • •Maintain professionalism and resilience while managing multiple priorities, difficult callers, and high-stress situations.

Key Requirements

  • •2 years’ experience in an omnichannel customer service contact centre environment.
  • •Demonstrate sound knowledge of contact centre systems and call handling.
  • •Knowledge and application of emergency care, including international patient care basics.
  • •Competence in triage, escalation protocols, incident logging, and case management processes.
  • •Ability to handle difficult or distressed callers while maintaining patient confidentiality, POPIA, and information security requirements.
Experience:Contact centreCustomer service
Skills:Time managementPrioritisationCommunicationConflict managementEmotional control
Tech Stack:Microsoft OfficeIntranet

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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