Hotline and Customer Care Operator

June 5

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ThoughtFull - Employee Mental Wellbeing

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Let's #HaveAThoughtFullChat to empower employees to build resilience on-the-go with 1-on-1 coaching & tools on our app

Mental Health • Digital • Mobile • Coaching • Wellness

11 - 50

Description

• Thoughtfull is looking for a driven, resourceful and strategic individual to be our Hotline and Customer Care Operator • Play a key role in running our wellness hotline and navigating crisis care for our clients • Delivery of psychological first aid and crisis support (training provided), management of customer queries and ensuring the smooth flow of referrals • Perfect candidate is someone who is able to communicate well, think critically and solve customer queries in a timely manner.

Requirements

• Provide psychological first aid and crisis counselling to crisis callers using English, Cantonese/Mandarin and Japanese (strongly preferred) • Ensure the resolution of crisis situations according to the available protocols • Oversee operation and management of wellness hotline services (attend, de-escalate/escalate and intervene) • Support clinical team in administrative processes and psychological case management • Support operations in other day-to-day tasks e.g., desktop research, data entry, easy translations as needed (10-20% of time)

Benefits

• Ability to speak Japanese and/or Cantonese/Mandarin • Some knowledge of Psychology is preferred but not compulsory as training will be provided • Able to communicate well and with a high degree of professionalism even if under pressure • Willing to learn and work with tools needed to deliver the work • Commitment to upholding the highest standards of privacy and ethics in handling sensitive data