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 mid2026 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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