Call Centre Advisor

at  Medserv

REQUIREMENTS:

• Excellent command of both verbal and written English
• Previous experience dealing with a high volume of calls is preferable
• Have a patient and calm telephone manner
• Ability to work in a fast-paced environment
• Be motivated to reach targets and meet daily SLAs
• Willing to learn and increase knowledge base
• Ability to adapt to change and increased volumes

ROLE OVERVIEW:

The Remote Practice Management (RPM) team provides secretarial support to a number of Private Hospital consultants across Ireland. As part of the significant growth of the company, we are looking for new starters to assist in the handling of the high volume of calls to these clients phone lines.
We are looking for a polite, professional call centre representative to work closely with other team members to provide outstanding service to our clients by answering patients and hospitals calls to their clinics.
This role is to triage the inbound call and decide what action needs to be taken for example to take payment or book an appointment and provide an efficient and accurate response.
The call centre representative will handle a high volume of inbound calls and should seek to create a positive experience for each caller. To be a successful call centre representative, you should be customer-focused and detail-oriented. You should also be polite, reliable, and demonstrate a willingness to resolve queries as efficiently as possible.

DUTIES AND RESPONSIBILITIES:

• Deal with a high volume of incoming queries from clients, patients and, hospitals
• Ensure daily SLAs are met and adhered to e.g AHT, Average calls per day, Offline time
• Record all interactions on the company practice management system
• Maintain a professional and courteous manner at all times
• Adhere to GDPR requirements
• Maintain a positive and professional relationship with all clients/patients and callers
• Liaise with other teams/team members to ensure first-call resolution
• Ad-hoc duties as they arise or requested by the manager/supervisor