Customer Service Representative (WHA0001)

Our Customer Service Representative will handle customer inquiries, resolve issues, and provide information about our products and services. They will maintain a high level of customer satisfaction by effectively managing and responding to customer interactions through various communication channels.

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.


  • 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 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.


  • 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.