Call Centre Advisor

at  Medserv

Respectfully, we do not require the assistance of recruiters at this time - please do not call the office. Any associated calls or emails will be screened accordingly.
About Medserv:
Medserv, an Irish company, has quickly established itself as the market leader in providing Medical billing and Practice management services throughout Ireland and the UK. Our clients include individual and group consultants, GP practices as well as private clinics and hospitals. Inspired by our values of Always innovating, Being Trustworthy, Collaborating positively and Delivering results, Medserv strives to ensure on-going client satisfaction by combining our innovative technology solutions with highly skilled teams.
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

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

Package:

• Salary: €26,000 - €27,000
• Performance bonus (Team based)
• Company bonus
• Corporate Health insurance with Irish Life
• Pension contribution
• Maternity & Paternity leave (T&C’s apply)
• Workcation Options
• Life Assurance
• Gym membership
• Dedicated EAP provided by Health Assured
• 21 days AL as standard with an additional 2.5 days discretionary. Additionally, there is further accrual based on length of service
• Holiday Plus Scheme to purchase additional leave
• Professional development support
• Regular sports and social events
• Healthy food with comfortable on-site recreational facilities
• Access to tax incentive schemes i.e. commuter schemes and bike to work
• 35-hour working week compensated at a 40-hour week

Additional Information:

• This role is office-based- WFH is not an option at this time
• This is a full-time role, Monday to Friday, 9:00 am- 5:00 pm
• Full training will be provided
• Role commences immediately

• 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/superviso