Customer Service Consultant

About Us

VitalCALL is Australia's pioneering provider of round-the-clock personal emergency response systems, dedicated to ensuring people's safety every day. Operating under the umbrella of Chubb and supported by the API Group, global leaders in fire safety and security, this organization brings over two centuries of experience in safeguarding people, properties, and communities internationally.

Role Summary

Joining VitalCALL as a Customer Service Consultant involves delivering compassionate and professional care centered on empathy, respect, and meaningful human engagement. The position makes a tangible difference for individuals, families, and the broader community, reinforcing safety and support. Reporting to the National Service and Quality Manager, your duties will include onboarding new customers, following up on emergency calls to confirm their wellbeing, and coordinating the return of equipment. This role is vital for preserving customer confidence, safety, and service excellence.

The role is currently situated in the Salisbury office with an anticipated move to a new, custom-built Logan facility in mid-2026. The position may also be based at the Rydalmere office on South Street.

Key Responsibilities

• Greet and enroll new customers into the VitalCALL service.
• Serve as the initial positive contact point to instill trust and confidence in the service.
• Conduct brief multi-factor authentication surveys using Salesforce.
• Make follow-up calls to customers or their families the day after an emergency to check wellbeing, demonstrating care.
• Coordinate with customers, families, or facilities to organize the return of VitalCALL units.
• Initiate invoice processing tasks as needed.
• Perform any additional customer-related duties assigned by supervisors.

Candidate Profile

• Minimum of two years experience in a call center environment.
• Proficient in computer use and data entry.
• Preferably experienced in supporting elderly and vulnerable individuals.
• Outstanding verbal communication and listening skills.
• Strong customer service aptitude coupled with interpersonal skills.
• Able to quickly build rapport and trust with clients.
• Exemplary active listening capabilities.
• Displays empathy and patience, especially during emergency situations.
• Attention to detail with precise record management.
• Adherence to procedural and escalation protocols.
• Effective time management and task prioritization strengths.
• Self-driven and deeply committed to making a positive impact with every interaction.

Benefits and Perks

• Comprehensive training programs and continuous professional development to aid career growth.
• Opportunities for flexible working arrangements upon training completion.
• Complimentary parking available on site.
• Supportive and collaborative team culture.
• Consistent Monday through Friday schedule with rotating early start times (7 am or 8 am) and the option for overtime.
• Access to a company discount portal covering thousands of retailers including insurance, health, and grocery.
• Fitness Passport membership for employees and their families.

Company Culture & Inclusion

Chubb Fire & Security, a respected global enterprise with a history spanning over 200 years, is committed to protecting people and property worldwide by delivering comprehensive fire and security solutions. The company fosters a work environment where employees are valued as much as customers and are encouraged to thrive through ongoing training and career development.

Diversity and inclusion are prioritized, welcoming applications from individuals of varied backgrounds including First Nations people, persons with disabilities, LGBTIQA+ members, and all cultural and linguistic groups.