Customer Service Representative


The Company

As a world class leader, Linear Clinical Research is a purpose built state-of-the-art, early phase clinical trials facility operating out of QEII Medical Centre in Perth. Conceived as a focal point for Australian clinical and medical research, Linear is bringing world-first clinical trials to Western Australia and making innovative therapies available to our local community.

Being part of the Linear team means you will be amongst the best – the breadth and depth of experience within our multidisciplinary teams means there will be opportunities for you to develop both personally and professionally. Guided by the principles of thinking creatively, collaborating openly and working carefully, the team at Linear is dedicated to nurturing medical breakthroughs.

The Role

An exciting opportunity has arisen for an enthusiastic and motivated individual to join Linear’s participant recruitment team as a Customer Service Representative. Overall this role has a strong focus on recruiting clinical trial participants. More specifically, tasks of this role include:

  • Calling potential participants who have applied through our website to assess if they qualify for trials
  • Book in eligible candidates for screening appointments
  • Customer service through email and phone calls
  • Working with other team members to achieve our targets
  • Build and maintain strong relationships with our participants and applicants

There may be opportunities for you to expand on these tasks several months into the role. The additional tasks may include:

  • Updating and writing supporting documents
  • Updating trial content on our website

You set the ‘first impression’ for all our volunteers so it is essential that you provide excellent customer service ensuring their initial experience with Linear is a positive one. Linear participants have rated our Recruitment team’s customer service at an average of 96% in 2020. You will be dedicated to maintaining this high standard of customer service. This role will require you to engage with a range of internal and external stakeholders.

Your Experience and Attributes

To succeed in this role you will be able to demonstrate your skills, experience and success in the following:

  • Written and verbal communication, providing excellent customer service
  • Computing and administration skills – working within CRMs, client database or similar
  • Strong attention to detail and meticulous nature
  • Quick learner and very comfortable using a computer
  • Able to work at a fast pace to ensure team targets are achieved
  • Tertiary qualification is preferred, but not essential

Experience with these tools is preferred but not essential (some training provided):

  • Call centre software
  • GSuite (Gmail, Google Docs, Sheets, Calendar, Drive)
  • CRMs
  • Appointment booking software
  • Online form builders
  • Website editors (Wordpress, unbounce)
  • Zapier

An interest or skills in these areas are a plus:

  • Customer service (written and verbal)
  • Customer data management
  • Medical research
  • Process Automation
  • Website user experience
  • Biomedical Science

Ultimately, we are seeking a motivated individual, with a mature and positive attitude who personally connects to Linear’s vision. This role will suit someone who enjoys customer interaction, being on a computer and succeeds in a busy team work environment. If you have worked in a clinical setting and prefer a desk job to get off your feet, a science graduate looking for an entry level position, or you’re just great with people and tech then this could be the perfect job for you.

What does Linear offer?

Linear is a values-driven organisation. We reward our employees for their expertise, experience and commitment to our mission. In addition to a competitive salary, as a not-for-profit, Linear provides employees with access to salary packaging benefits.

More importantly, you will be supported by members of your team and other functional experts across Linear. Your commitment and contribution will be rewarded with access to professional and personal development opportunities. Linear, particularly the Recruitment team, prides itself on a positive team culture. The Recruitment team has consistently scored close to 100% in Linear’s most recent employee pulse surveys.

The official name of this position is ‘Recruitment Officer’ and it is on a full-time basis.

How to Apply:

Your application will include a CV and cover letter outlining your motivation for applying and suitability for this role. Applications must be submitted via Indeed and will be reviewed as received.

For more information about Linear Clinical Research, please visit https://www.linear.org.au/careers

Expected Start Date: 17/08/2020

Job Types: Full-time, Contract, Permanent

Salary: $47,000.00 - $53,000.00 per year

Experience:

  • customer service: 1 year (Preferred)
  • call centre: 1 year (Preferred)

Education:

  • Bachelor Degree (Preferred)

Work Eligibility:

  • Permitted to work permanently with no restriction on hours (e.g. citizen, permanent resident) (Preferred)

Work Remotely:

  • No