Job Description

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Critical Incident Response Coordinator

Advertiser: Sonder AustraliaMore jobs from this company

Job Information

Job Listing Date
7 Jan 2019
Sydney, CBD, Inner West & Eastern Suburbs
Work Type
Full Time
Healthcare & Medical, Other

Who are we?

Sonder is help when you need it and confidence when you don’t.

The only company of its kind, we believe everyone should have access to help in moments of unsafety or uncertainty by receiving on-demand and in-person guidance and support at the touch of a button.

Whether you’re a little confused about something, or you’re in a state of crisis, Sonder’s here. Using cutting edge technology, simply pressing the button on our app connects members with our network of specialists immediately and 24/7, so you can pursue life with confidence, knowing whatever happens you’ve got this, and we’ve got you.

Our vision is to create a global network of professionals who provide immediate, in-person support to people in need within 20 minutes of a request. We aim to prove that no matter where you are or the situation you’re in, there are good people out there with the right skills and desire to make you feel safe.

We are a true startup environment with the excitement and impact of building something that is making the world a safer place. We’re nationwide in Australia, expanding globally next year, and the team size will double in the next 6 months. Join our journey to transform the safety industry and make personal safety accessible to everyone.


The opportunity

Make an impact and help shape our future. Sonder is seeking Critical Incident Response Coordinators for our 24/7 support centre.

At the heart of our operation is the Sonder Support Centre, which provides operational assessment, response, and incident management for our members.

Our Critical Incident Response Coordinators play a vital role providing our members with the help they need when they need it. We will enable you to provide member support through the utilisation of our extensive suite of cutting-edge technological tools and platforms, while relying on your critical thinking skills.


What you'll do

Reporting to the Head of Support Centre, the Critical Incident Response Coordinator (CIRC) will act as the first point of contact for members who need help.

You will be required to work a variety of shifts on a rotating 24/7 roster. Rosters are projected well in advance to allow personal planning and flexibility.

Your day to day activities include:

  • Coordinate a wide variety of emergency and non-emergency requests under the guidance of our Support Centre Managers;

  • Liaise with internal and external stakeholders to ensure the best outcome for the member; and

  • Provide input into operational processes and functionality.


Who are we looking for?

We are looking for someone who is confident in their ability to assess a critical situation and determine or recommend the next steps. Empathy is a must.

You experience includes:

  • Experience working in a complex high pressure environment, operations or inbound call centre is desirable

  • Superior English communication skills - fluency in other languages such as Spanish, Hindi, Mandarin, Thai, or Vietnamese, is desirable but not required.

  • Experience working with Microsoft Office and Google Suite.

  • Experience managing multiple tasks.

  • Strong analytical and problem-solving skills.

  • A valid Driver's Licence is desirable.


If this sounds like the role for you, apply now because we can’t wait to meet you!

Successful candidates will be asked to complete a Police Check and Working With Children Check.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Do you have a current Australian driver's licence?
  • How much notice are you required to give your current employer?
  • Do you have a current Police Check (National Police Certificate) for employment?
  • What's your expected annual base salary?

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