Job Details:
The Reactivation Officer is responsible for maintaining regular telephone-based contact with existing clients of The Client’s placement support service. This role involves scheduling and conducting outbound and inbound calls to engage with clients until they require the assistance of a placement specialist again. The officer provides general information and advice about aged care placement while demonstrating empathy, compassion, and professionalism.
Key Responsibilities:
- Proactively engage with existing clients through scheduled outbound and inbound calls.
- Initiate and maintain telephone-based discussions to assess when clients require further placement assistance.
- Provide accurate and compassionate guidance on aged care placement options.
- Adhere to internal guidelines, call scripts, and system processes.
- Maintain accurate and up-to-date client records in The Client’s system.
- Demonstrate empathy and professionalism in all interactions.
Key Relationship:
Internal Interfaces
- Placement Specialists
- Care Assessment Officers
- Marketing Team
- Administrative Team
External Interfaces
- Potential aged care residents and their representatives/families.
- Registered aged care & home care providers.
- Corporate partners & supplier.
Key Skills & Qualities:
- Strong ability to engage with aged care clients in a kind, compassionate, and empathetic manner.
- Confidence in leading structured conversations that encourage client reactivation.
- Proficiency in learning and following internal call frameworks, scripts, and guidelines.
- Excellent telephone communication skills—confident yet compassionate approach.
- Ability to navigate online telephone support software effectively.
- Strong organizational skills for scheduling follow-ups, setting reminders, and managing workflow.
- Active listening skills to tailor solutions based on clients’ needs.
- Emotional intelligence—balancing empathy with a results-driven approach.
- Ability to build strong trust and rapport with clients to ensure continued engagement with The Client.
- Receptive to constructive feedback and committed to continuous improvement.
Selection Criteria:
- Self-motivated with a high level of energy.
- Experience in high-volume outbound calling to new or existing contacts.
- Strong verbal and written English communication skills.
- Previous experience in telephone-based customer service or sales.
- Quick adaptability to new web-based software platforms.
- Passion for supporting families through the aged care placement process.
- Ability to work independently while collaborating within a team.
- High level of organization and time management.
- A willingness to go above and beyond in client support
Job Type: Full-time
Pay: Php33,000.00 - Php40,000.00 per month
Schedule:
- 8 hour shift
- Day shift
- Early shift
Work Location: In person
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