Contact Centre Customer Service

Contact Centre Customer Service | Full-Time | Permanent | Perth

Your New CompanyOur client is a leading organisation operating within clinical research. With a strong focus on collaboration, innovation, and customer care. They offer a supportive and fast-paced environment where employees are empowered to make a meaningful impact.
Your New Role
You will be responsible for managing participant enquiries, conducting pre-screening interviews, booking appointments, maintaining accurate CRM records, and providing exceptional support throughout the participant journey.Key Responsibilities

Manage inbound participant enquiries via phone, email, social media, and online channels. Conduct pre-screening interviews and assess eligibility against study requirements. Review and verify participant applications and screening documentation. Schedule and coordinate screening appointments and confirm bookings. Provide participants with study information, appointment details, and supporting documentation. Assist participants with online registrations and portal access. Maintain accurate participant records within CRM and recruitment databases. Build and maintain positive relationships with participants throughout the engagement process. Respond promptly and professionally to participant enquiries. Support reception and administrative activities when required. Ensure compliance with company policies, procedures, privacy requirements, and health & safety standards.

What You'll Need to SucceedTo be successful in this position, you will demonstrate:Previous experience in a customer service-focused role.Strong verbal and written communication skills with the ability to build rapport quickly.Exceptional attention to detail and accuracy when managing databases and records.Experience using CRM systems or similar databases.Excellent organisation and time management skills, with the ability to manage competing priorities.A proactive and self-motivated approach to work.Ability to work collaboratively within a team environment.Previous call centre or high-volume phone-based experience will be highly regarded.What You'll Get in ReturnOpportunity to join a growing and innovative organisation.Supportive and collaborative team culture.Career development and ongoing training opportunities.A rewarding role focused on delivering positive outcomes and experiences for participants.Opportunity to work in a purpose-driven environment where your contribution makes a difference.What you need to do nowIf you are passionate about this role, click apply now. If this role isn't quite right, but you want to find out more about other opportunities, contact Kelsey West at Hays on 08 9254 4583 or email kelsey.west@hays.com.au.
Know someone great for the role ? Refer a friend and get $200 if they get the job! T&C's https://hays.referralrock.com/v2/1/registerAt Hays, we valuediversity and are passionate about placing people in a role where they canflourish and succeed. We actively encourage people from diverse backgrounds toapply.
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