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Customer Service Representative
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Job Overview
We are seeking a skilled professional to join our team as a Customer Service Representative. In this role, you will be responsible for providing exceptional customer service and support to our clients.
The ideal candidate will have experience in managing third-party relationships, proficient in Excel skills, and strong planning & organisational skills. They will also be results-driven with a strong focus on generating leads and able to build strong rapport with internal/external stakeholders.
Key Responsibilities
- Third-party client management: building and maintaining relationships with clients.
- Inbound call management from relevant stakeholders, including creating new files and communicating appointment bookings or confirmations.
- Rescheduling appointments if necessary, within priority timeframe.
- Ascertain type of appointments to be booked from referral provisional diagnosis.
- Organizing replacement staff when assigned staff is unable to attend base location.
- Updating records and uploading reports, as required.
- Generating and reviewing ad hoc or monthly reporting.
- Generating invoices, as necessary.
- Preparing end-of-month reporting for all completed assessments for review.
- Preparing end-of-month invoiced assessments.
- Forwarding remittance and following up on any payments not received.
Client Care Management
- Supporting Client Care with inbound and outbound activities, booking client appointments.
- Demonstrating excellent customer service skills by being polite and courteous, resulting in positive outcomes.
Success Factors (KPI)
- Ensuring average response time for scheduling appointments and reporting meets or exceeds Service Level Agreement (SLA) of accounts being managed.
- Meeting or exceeding customer satisfaction score for services provided.
Experience and Skills
- Proven experience in managing third-party relationships.
- Proficient in using technology/platforms to manage accounts and duties.
- Strong planning & organisational skills.
- Results-driven with a strong focus on generating leads.
- Experience in demonstrating confidentiality of information received or sent.
- Able to present to a small group, as required.
Behaviours
- Adherence to company values.
- An understanding of and commitment to the company vision.
- A respect for clinical standards and client care regardless of role.
- Respectful, empathetic, and professional treatment of everyone you work with.
- A commitment to building relationships with others and handling conflict constructively and positively.
