Overview
Customer Service Consultant (Customer Care)
About Us
VitalCALL is Australia's original provider of 24/7 personal emergency response alarms, helping keep people safe every day. Backed by Chubb and powered by API Group, global leaders in fire safety and security, you'll join an organisation with over 200 years of experience protecting people, property, and communities worldwide.
About The Role
At VitalCALL, everything we do is centered around helping people feel safe and supported. In this role, you'll deliver caring, professional service built on empathy, respect, and genuine human connection. You'll be joining a global organisation where your work truly matters, making a real and measurable difference to individuals, families, and the wider community every day.
Reporting to the National Service and Quality Manager, this role focuses on welcoming new customers, following up on emergency calls to ensure customer safety and satisfaction, and managing the return of VitalCALL units. The position plays a key role in maintaining customer trust, safety, and service quality.
This role will be based in either our Salisbury office, with plans to relocate to our new, purpose built Logan facility in mid 2026 or the Rydalmere office located in South Street.
Key Responsibilities
* Welcome new customers to the VitalCALL service.
* Act as a positive first point of contact, building confidence and trust in the service.
* Perform short MFA/survey via Salesforce.
* Contact customer and/or family the day after an emergency to check on customer wellbeing so they know we care.
* Contact customers, families, or facilities to arrange unit returns.
* Raise invoice tasks if applicable.
* Any other customer focused tasks assigned by supervisor.
About You
* At least 2 years of strong call center experience
* Strong computer and data entry skills
* Experience dealing with the elderly and vulnerable (preferred)
* Excellent verbal communication and listening skills
* Strong customer service and interpersonal abilities
* Establish rapport and trust with customers quickly
* Excellent active listening skills
* Empathy and patience, especially in emergency-related situations
* Attention to detail and accurate record-keeping
* Ability to follow procedures and escalation protocols
* Time management and ability to prioritise tasks
* Self-motivated and strong desire to make a difference with every interaction
Benefits And Perks
* Comprehensive training and ongoing development to support your career progression
* Potential flexible working arrangements once training is complete
* Free onsite parking
* A supportive, collaborative team environment
* Stable Monday to Friday role with rotating start times (7am/8am) and optional overtime
* Access to a company discount portal across thousands of retailers, including insurance, health, and groceries
* Fitness Passport access for you and your family
About Us, Our Culture & What We Can Offer You
Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies.
We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.
We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.
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