Customer Service Representative

Australian Clinical Labs; City of Melbourne; On-site; AUD 55,000 - 65,000; Full time

Benefits offered by this job

Discounted health insurance

Training and development opportunities

Job summary

Australian Clinical Labs in Clayton, Victoria, is seeking a Full-Time Customer Service Representative to join our dedicated team. You will handle a busy call queue, assist internal and external customers, and maintain accurate records.

The role emphasizes strong communication, computer literacy, teamwork under tight deadlines, and a willingness to learn our systems. Prior call centre experience and police clearance are advantageous.

Qualifications

• Well-developed written, verbal and interpersonal skills.
• Conflict resolution, negotiation and problem solving.
• Ability to work in a team under tight deadlines to achieve deadlines.
• Good keyboard skills and computer aptitude.
• Previous Customer Service/Call Centre experience is an advantage.
• Current Police clearance.
• Experience in the Health Care industry will be highly regarded.

Responsibilities

• Be available and responsive to a busy call queue as part of a national team.
• Understand and use the organisation’s computer system to enter and extract information for customer enquiries.
• Maintain knowledge of the Results process, Accounts, Specimen Collection, Reception, and general clerical/data entry functions.
• Provide information to customers regarding appointments, test preparation, and general inquiries.
• Update patient records with accuracy and relevance; assist Accounts/Technical areas as needed.
• Perform other clerical duties as directed by the Call Centre Supervisor; e.g., filing, mail handling, etc.
• Ensure clerical duties are performed promptly.

Skills

Written communication

Verbal communication

Interpersonal skills

Conflict resolution

Teamwork under time pressure

Typing speed

Computer skills

Customer service experience

Police clearance

Healthcare industry experience

Job description

We are seeking Full-Time Customer Service Representative to join our dedicated team within Clayton, Victoria.

Specific duties include:

Being available and responsive to a busy call queue. As part of a wider national team, your readiness to serve is key to the role.

Understand and utilise the organisation’s computer system to extract and enter information in relation to customer enquiries.

Maintain a sound knowledge of the Results process, Accounts, Specimen Collection, Reception, General Clerical /Data Entry and basic laboratory functions of the organisation.

Provide information to external and internal customers relating to appointments, special preparation for tests, and general inquiries.

Update patient records on the business database, with attention to accuracy and relevance, as well as provide assistance to the Accounts and/or Technical areas as necessary.

Perform other clerical duties as directed by the Call Centre Supervisor, e.g. filing, envelope filling, memorandum distribution, returned mail inquiries etc.

Ensure other clerical duties are performed promptly.

Skills and experience:

Well-developed written, verbal and interpersonal skills.

Competent conflict resolution, negotiation and problem solving skills.

Demonstrated ability to work effectively in a team environment under tight time constraints to achieve deadlines.

Very good, efficient keyboard skills.

Confident computer skills and ability to learn/adapt to new system processes.

Previous Customer Service/Call Centre experience an advantage.

Current Police clearance.

Experience in the Health Care industry will be highly regarded

Employee Benefits

You will have access to a range of exciting benefits when you join ACL, including:

Access to hundreds of everyday savings including phone bills, fuel and groceries, fashion, restaurants and entertainment.

Expert guidance on healthy living on a range of topics like money, work, mind, body, and life.

Free and confidential support from qualified counsellors.

Discounted health insurance.

Training and development opportunities.

*Service conditions apply

About us

Australian Clinical Labs (Clinical Labs) is committed to be the pathology provider of choice. Our business is growing rapidly and now has over 5000 employees and a truly national reach. We have approximately 100 NATA accredited laboratories that perform close to 6 million episodes each year for doctors, specialists, patients, hospitals and corporate clients. Clinical Labs services almost 100 private and public hospitals and is the largest provider of pathology services to public hospitals in Australia.

Who we are

We pride ourselves on our patient focus and medical excellence, empowering our people to help us to improve and save patient’s lives. Our culture is agile and willing to change, and we always act with the highest respect and integrity. Clinical Lab’s employees are passionate about what they do, the work environment in which they operate and the safety and wellbeing of all who interact with us.

As a healthcare provider, Clinical Labs requires all new employees to be vaccinated against preventable diseases. If successful, we will ask for proof of immunisation accordingly for our records.

You may be required to undergo probity checks as part of the recruitment process including police check and licence check.

Diversity and Inclusion

Australian Clinical Labs is an equal opportunities employer, we encourage applications from people of all ages, nationalities, abilities and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community, people living with disability, and individuals with culturally diverse backgrounds. We’re happy to adjust our recruitment process to support accessibility needs. We also welcome applications from individuals with culturally diverse backgrounds. Australian Clinical Labs is committed to supporting Veteran Employment and Australian Defence Force Veterans and their spouses are encouraged to apply.

Please note, only shortlisted applicants will be contacted.