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The caring people on the other end of the line

by KinCare — 8 November 2019

We put a face to the names of our Customer Service Representatives, Maria and Kyle, who discuss the rewards of being the voice of KinCare for our Customers.

Maria understands from first-hand experience just how important high-quality care is to older people and their families. When her much-loved father suffered a stroke in his later years it made it difficult for him to live his best life at home.

“I understand how challenging it can be for families,” Maria says. “It’s good to have that personal experience so I can let the person on the phone know that I’ve been there too, and I know how hard it can be.”

Maria says she is passionate about using her experience to improve the lives of KinCare’s Customers and their families. “I encourage them to bring services in, so when they spend time with their loved ones, it’s quality time. I encourage them to enjoy every minute together.”

Maria is one of our Customer Service Representatives (CSR). In fact, she answered the very first call to our national centre in Perth. She remembers it like yesterday.

“The call was very simple. There was nothing challenging about it or difficult. I just remember how appreciative the Customer was, and how rewarding it was to hear the Customer just be really happy about what we’ve done, the impact that we’re making.”

Maria and her team take calls from Customers, family members, staff working in the field and other organisations like hospitals from all around Australia. They are the first point of contact many people have with KinCare, but as she explains, there’s much more to her job than simply picking up the phone.

“It isn’t your typical call centre job. We usually get about 40 calls each day. They can range from simple things like service confirmations and Customers asking when our Home Care Workers will arrive, to more serious situations like medical emergencies. We have to be ready to respond to anything.

“Whatever the situation, we make sure we look after the person on the other end of the phone.” Maria says.

How KinCare can help you

Whether it’s a few hours of domestic assistance each week or daily help to get you ready for the day, our tailored in-home care solutions can support you to live at home longer and have more time to enjoy the things you love.

No two days are the same for Maria and her team. They have to think outside the box and go that extra mile to help a Customer. Maria took a call one Monday evening from an elderly lady who had injured her foot and couldn’t get out to buy food for the night. After about 40 minutes of searching, Maria was able to find a restaurant that was open and arranged for them to deliver a meal. Her Customer was extremely grateful.

Like Maria, Kyle is a CSR at KinCare’s Perth call centre, where he has worked since July 2018. He agrees that being able to make a difference for the Customers he speaks with is the best thing about working at KinCare. “I love being part of a team that is helping older people to stay in their own homes, surrounded by their loved ones, for as long as possible.”

Kyle is a people person. He enjoys the human interaction his job allows and the relationships he has been able to build with Customers.

“I often get the same Customers calling me every single day,” he says. “I start to recognise them straight away from their voice. When I answer calls they usually address me with my first name. I love hearing their stories and just chatting about how their day is going.”

Kyle is fond of all his Customers, but there is one caller he has a soft spot for.

“James is one Customer in particular that touches my heart. He is legally blind and extremely hard of hearing, with his nearest relative living some hours away. He lives alone, and gets quite lonely at times so eagerly awaits his next service. James calls on a regular basis to have a chat and see how our day is going. Every time I get a call from him, it always puts a smile on my face. I feel pleased to be able to lend a friendly ear and listen to someone who just wants to be heard.”

While he likes the variety of conversations he has during a shift, Kyle says, “I love it when a Customer calls to praise either the company as a whole, or a specific employee, recognising them for the efforts that they have put in, which has made their day.”

After working in sales for 10 years, Maria says it’s rewarding to work for an organisation with values so closely aligned to her own. “ It’s one thing I really love about working here. I believe in our Values: we care, we make it happen, we focus on the moment and we listen. We try our best to apply those Values every day.”

Kyle knew that KinCare was the right place for him from his first day on the job. “I felt welcomed and a sense of care in the atmosphere,” he says. “I had a gut feeling that it was a good company to work for.”

Since then he has come to appreciate that many of our Customers see KinCare as much more than a service provider. Many come to think of us as family. “It’s not only the service that KinCare provides,” Kyle says, “but also the relationships that we have with people. If we didn’t provide that, many Customers would have nobody else to turn to.”

More than anything, Kyle is inspired to get up and come to work each day by the positive difference he can make to the people on the other end of the line.

“I love being part of a team that is helping to change their lives,” he says. “And supporting them to stay in their own homes for as long as possible.”
Maria agrees. “It’s the reason I do what I do,” she says. “I love that warm and fuzzy feeling I get when a Customer tells me how much they appreciate what I’ve done to help them.”

“I love being part of a team that is helping to change their lives,” he says. “And supporting them to stay in their own homes for as long as possible.”
Maria agrees. “It’s the reason I do what I do,” she says. “I love that warm and fuzzy feeling I get when a Customer tells me how much they appreciate what I’ve done to help them.”

Interested in a career at KinCare?

At KinCare, we’re passionate about helping our Customers live independently at home and achieve their goals and we are just as committed to the people in our team. If you dream of waking up excited, energised and proud of the work you do each day, now is the right time to apply to KinCare.

Please check out our careers page to learn more.

Have a question to ask?

Get in touch with one of our Customer Care Managers, we’ll be happy to help you with any questions you may have.

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