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
• Assist with training and development

ROLE OVERVIEW:

We are looking for a polite, professional call centre representative to work closely with other team members to provide outstanding service to our customers by answering questions, taking payments, handling complaints, and providing information regarding our services. The call centre representative will handle a high volume of inbound calls and should seek to create a positive experience for each caller. They will listen to callers to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.
To be a successful call centre representative, you should be customer-focused and detail-orientated. 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 via phone, email
• Ensure daily SLAs are met and adhered to
• Record all interactions on the company CRM
• Maintain a professional and courteous manner at all times
• Adhere to GDPR requirements
• Maintain a positive and professional relationship with all clients/callers
• Liaise with other teams/team members to ensure first-call resolution
• Identify areas of client dissatisfaction
• Ad-hoc duties as they arise or requested by the manager/supervisor