A Customer Service Representative acts as the frontline support for customers, addressing inquiries, resolving issues, and providing assistance to ensure a positive experience with a company's products or services.
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 and/or directed.
- Perform reception duties including respond 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 in accordance with client and candiate availability and compaany policies.
- Communicate booking details to candidate and client.
- 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 assessor 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.
KEY PERFORMANCE INDICATORS
- Ensure safe work practices in accordance with 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 the efficient output of bookings.
- Maintain team KPI’s
- Adhere to bookings procedures.
- Coordinate onsite bookings with assessors and clients.
- Offer and provide continuous improvement suggestions.
- Actively participate in team meetings.
