CSA

About FirstSource

FirstSource is a global leader in customer experience management, partnering with some of Australia’s most respected brands across healthcare and other essential service sectors. We deliver exceptional service by putting people first, both our customers and our team members.

We are expanding our Melbourne operations and looking for compassionate, motivated professionals who want to make a meaningful impact in the healthcare support space. When you join FirstSource, you join a workplace grounded in integrity, collaboration, and growth.

About the Role

As a Customer Care Consultant, you will be the first point of contact for individuals seeking help navigating healthcare-related enquiries. This is a high-volume, structured contact centre role where your empathy, professionalism, and problem-solving skills will be essential especially when supporting customers experiencing sensitive health or personal situations.

This is a full-time, 38 hours per week, onsite role in our Melbourne CBD office.
Rostered hours are Monday to Friday, between 8:00am and 8:30pm AEDT.
You won’t work the full span of hours each day, but full availability within the operating window is required, and rosters are issued 3–4 weeks in advance.

The role is structured, with set shift times and breaks, and requires you to be available at your desk for all rostered hours.

The role requires emotional maturity, resilience, and a solutions-focused approach – particularly when assisting customers facing sensitive personal challenges.

Key Responsibilities

• Handle inbound calls with empathy, professionalism, and patience.
• Provide clear, accurate information regarding healthcare-related enquiries.
• Support customers dealing with sensitive or emotionally challenging circumstances.
• Accurately navigate multiple systems, screens, and digital tools.
• Maintain confidentiality when handling personal or health-related information.
• Work within a structured, time-sensitive environment with set shifts and expectations.
• Collaborate with team members and leaders to meet quality and performance standards.
• Demonstrate resilience when managing back-to-back calls with limited downtime.

About You

You will be a strong match for this role if you have:

• Previous experience in a high-volume contact centre, ideally within healthcare.

• A patient, empathetic communication style suitable for supporting a diverse range of customers.
• Excellent verbal and written communication skills.
• Strong technical skills and confidence navigating multiple systems and screens.
• High levels of emotional maturity, resilience, and the ability to remain calm under pressure.
• A customer-first mindset, with a strong desire to find solutions and create positive outcomes.
• The ability to learn quickly and stay focused when working independently from home.
• A commitment to maintaining professionalism, confidentiality, and accuracy at all times.
• The ability to work independently while contributing positively to a team environment.
• A tech-savvy approach, with the ability to adapt to new digital tools and processes confidently.

What We Offer

• Competitive salary and benefits package.
• Modern Melbourne CBD office with excellent facilities and transport links.
• Professional development and clear career progression pathways.
• A supportive and inclusive team culture.
• Structured roster planning with notice.

How to Apply

If you’re passionate about delivering exceptional customer experiences and want to be part of a supportive, growth-focused organisation, apply now to join FirstSource Solutions Australia in our Melbourne CBD contact centre