Customer Service Representative (WHA0001)

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.


  • 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 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.


  • 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.