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Emergency Resource Officer

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ER24: Contact Centre - Rain 112 | Rivonia | South Africa 


Closing date: 20/08/2026  
Number of positions: 1 
Recruiter name: Silindokuhle Bawuti  
Reference number: 72322  
Workplace Type: On-site
Fixed Term

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

MAIN PURPOSE OF JOB

To receive, capture and prioritise all incoming interactions through various platforms to accurately support clients with any requests

KEY RESPONSIBILITY AREAS

To acknowledge and coordinate assistance for requests through multiple mediums

Personal Effectiveness

 

REQUIRED EDUCATION

ESSENTIAL EDUCATION

Grade 12

DESIRED EDUCATION

A post-metric 1-year certificate qualification (NQF level 5) in Contact Centre

 

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE

2 years in an omnichannel Customer Service Contact Centre environment

DESIRED EXPERIENCE

3 years in an omnichannel Customer Service Contact Centre environment

 

REQUIRED JOB SKILLS AND KNOWLEDGE

  • Demonstrate sound knowledge and competence in Contact Centre systems
  • Demonstrate a basic knowledge and application of Emergency Care inclusive of international patient care
  • Demonstrate sound competence in telephonic etiquette
  • Sound competence in customer service and communication skills
  • Effective time management and prioritisation skills
  • Strong interpersonal and relationship-building skills
  • Computer literacy (e.g. Microsoft Office and intranet applications)
  • Excellent administration skills
  • Writing and reporting
  • Demonstrate sound knowledge of call handling, triage and escalation protocols
  • Demonstrate the ability to assess urgency and prioritise incidents appropriately
  • Demonstrate proficiency in information gathering and questioning techniques
  • Demonstrate sound knowledge of incident logging and case management processes
  • Demonstrate competence in working under pressure and managing multiple priorities simultaneously
  • Demonstrate sound knowledge of patient confidentiality, POPIA and information security requirements
  • Demonstrate competence in conflict management and handling difficult or distressed callers
  • Demonstrate resilience and emotional control in high-stress situations

All applicants will be considered, with the understanding that preference will be given in accordance with the Employment Equity Plan of Mediclinic Southern Africa, as well as internal applicants/employees that meet the minimum requirements.

Please note if you are an internal employee on a fixed term contract please apply using an external candidate profile and not your employee profile

 

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Job Segment: Call Center, Patient Care, Information Security, Customer Service, Healthcare, Technology

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