Coordinator - Customer Service

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ResponsibilitiesAct as the central point of contact for providing information on all programs offered by the RCPAQAP, whilst maintaining and developing positive customer relations.Act as the central point of contact for troubleshooting of enrolment related issues of both internal and external stakeholders.Manage the efficient and timely processing of enrolments received from participating laboratories.Collaborate with participants, agents and RCPAQAP business units in the preparation, despatch and response to enrolments.Contribute to the effective communication and marketing of all RCPAQAP Programs (particularly to international agents).Ensure the accurate and efficient processing of financial transactions.Contribute to the analysis and review of enrolment data and preparation of reports concerning trend analysis of customer enquiries, complaints and corrective/preventive action for business unit manager.Take responsibility for the analysis and follow up on participants who fail to enrol.Contribute to the review and development of operational enrolment systems and procedures.Coordinate the Contractor/Visitor/Staff induction and compliance process.Take responsibility for assigned business excellence development projects.Assist the business unit’s internal quality assurance (ISO 9001) program, including document control, quality management reviews, internal audit and corrective/preventive action functions.Provide operational support to RCPAQAP events as required including communication, venue setup/cleanup and logistics.Other duties as directed.

QualificationsDemonstrated relevant experience in a similar role in a highly regulated environment (e.g. pharmaceutical, manufacturing or pathology environment) interfacing directly with clients.Experience in data entry and use of Customer Relationship Management systems.Proven record of attention to detail with a strong emphasis on accuracy.Proven ability to work both as a team member and independently.Experience or proven ability in data entry/analysis and report writing.Intermediate or advanced experience in Microsoft office software.Demonstrated strong written and verbal communication skills.Demonstrated knowledge and understanding of quality management systems.Ability to work in a cross functional environment and multi task.Ability to process financial transactions