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
****
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
solid 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.
Additional Information
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.
#BR-CB

📌 Customer Service Consultant (Australia)
🏢 Chubb Fire
📍 Australia