Customer Service Representative (WHA0001)

PRIMARY TASKS: Coordination of Bookings and Client Service

• Identify, communicate and negotiate assessor schedules in line with growing business demands.
• Maintain appropriate records, documentation, and contact with clients to ensure that they are well informed of candidates’ booking and assessment progress and results.
• Contribute to the ongoing review, development and implementation of booking systems, policies and guidelines.
• Provide marketing and business services from time to time as agreed or directed.
• Perform reception duties including responding to phone, email and in-person queries. Check-in candidates.
• Monitor stock levels and order stock. Outbound communication including contacting candidates and clients. Receive, sort and distribute mail and organise outgoing postage.
• Schedule appointments for the Hobart office.

KEY FOCUS AREAS

• Liaise with candidates and clients for suitable availability.
• Make appointments at required centres by client and candidate availability and company policies.
• Communicate booking details to candidates and clients.
• Send correct paperwork and instructions to facilities.
• Keep accurate and timely client and company notes, updated at all times.
• Ensure the medical has been completed appropriately and in full.
• Re-book any part of the medical that may need to be re-booked, as per the assessor’s request.
• Notify clients and candidates of any delays and updates.

ADDITIONAL TASKS

• Additional tasks and responsibilities may include but are not limited to:
• Investigate any errors and identify areas for improvement.
• Communicate with clients on any updates/delays.
• Update assessor calendars.
• Answer incoming phone calls and perform the reception role directly or provide reception support as required.
• Prioritise and action emails.
• Organise payments.
• Chase results from medical centres.
• Support the Customer Service Team to perform elements of the booking process in line with procedures which may include:
• Liaising with candidates and clients for suitable availability
• Making appointments at required centres in accordance with client and candidate availability and WHA policies
• Communicating booking details to candidates and clients and confirming bookings with candidates. Communicating with the client when candidates are not responding to their booking.
• Submitting approved health assessment paperwork and instructions to facilities
• Maintaining the WHA Portal with status/activity notes
• Ensuring the medical has been completed appropriately and in full
• Re-booking any part of the health assessment that may need to be re-booked, as per the assessor’s request
• Notifying clients and candidates of any delays and updates.
• Sending out additional required documents to candidates such as doctor referrals and doctor referral results outcomes when required from our Drs.
• Taking down incoming communication from the candidate in the WHA portal and passing it on to relevant areas of the customer service team.
• Monitoring cancellations to bookings. Emailing required clinics when necessary.

KEY PERFORMANCE INDICATORS

• Ensure safe work practices by the company’s legislative requirements.
• Maintain a high level of efficiency and effectiveness in day-to-day work.
• Monitor and maintain high client satisfaction levels.
• Maintain compliance, regulatory and administration standards.
• Maintain professional and quality standards.
• Deliver excellent customer service via email, phone and in person.
• Build and maintain relationships with external and internal clients.
• Contribute to the efficient output of bookings.
• Maintain team KPI’s
• Adhere to booking procedures.
• Coordinate onsite bookings with assessors and clients.
• Offer and provide continuous improvement suggestions.
• Actively participate in team meetings.