Emergency Resource Officer (Call Taker)

About the role

As an Emergency Resource Officer (Call Taker) you will receive and prioritize both emergency and non‑emergency telephone calls from the public, dispatching the appropriate emergency service providers. You will also deliver world‑class service to Mediclinic patients, clinicians and general callers by fully resolving their queries primarily over the phone.

Key responsibilities

• Answer incoming calls, assess the nature of each request and transfer the call to the correct department or service.
• Perform basic contact‑centre administration tasks such as logging calls, updating records and maintaining accurate dispatch information.
• Serve all key stakeholders telephonically and via other channels until each query is completely resolved, ensuring a high level of customer satisfaction.

Required profile

• Essential education: Grade 12/Matric plus a post‑matric 1‑year certificate (NQF level 5) in Contact Centre operations.
• Desired education: BAA/Level 3 first‑aid certification.
• Essential experience: Minimum 2 years in an omnichannel customer‑service contact‑centre environment within healthcare or emergency services.
• Desired experience: 1–3 years of dispatching experience in an EMS contact centre.

Required skills

• Proficiency with Microsoft Office applications.
• Ability to dispatch vehicles efficiently and accurately.
• Strong typing skills for rapid data entry.