Are you a confident communicator with a passion for helping people? We’re looking for a Call Centre Operator to join our dynamic Administration team at Pathlab Waikato. In this 12-month fixed-term role, you’ll be the first point of contact for patients, doctors, nurses, and midwives accessing our call centre – playing a vital part in delivering a positive and professional customer experience.

Why Join Pathlab?

Pathlab Waikato is a proud member of the wider Pathlab group. Owned and directed by a team of highly experienced, local Pathologists, we are proud of our robust systems and innovative solutions. We are quality and people-focused, helping more than 5,000 patients per day throughout the Waikato, Bay of Plenty, and Lakes areas.

Our values reflect our commitment to service excellence, treating each other with respect and honesty, staying enthusiastic about continuous improvement, respecting our New Zealand heritage, and acknowledging the Treaty of Waitangi. Our staff have access to confidential EAP services via ClearHead and a free annual flu vaccination. 

About the Role

As a Call Centre Operator, you will manage a mix of inbound and outbound calls while supporting doctors, nurses, and midwives through their requests and appointment booking process. You’ll help ensure enquiries are handled efficiently, professionally, and with care.

Responsibilities:

• Answer inbound calls and provide clear, accurate, and timely assistance
• Make outbound calls to schedule patient appointments
• Respond to email enquiries in a professional and informative manner
• Handle and de-escalate difficult conversations with empathy and professionalism
• Follow up on unresolved enquiries and ensure timely resolution
• Work collaboratively with your team to meet daily targets and service standards

What We’re Looking For

• Previous call centre experience
• A clear and friendly telephone manner, with ability to handle difficult situations professionally.
• Strong organisational skills with the ability to multitask
• A positive attitude and strong commitment to customer care
• Proficiency in Microsoft Word and Excel
• Confidence using computer systems and learning new tools quickly
• Availability to work hours of 8.30am-5.00pm with occasional flexibility required