Call Centre Advisor

Medserv; Ireland; On-site; EUR 29,000 - 36,000; Full time

Benefits offered by this job

Performance bonus

Health insurance

Pension contribution

Maternity & Paternity leave

Life Assurance

Gym membership

Employee Assistance Program

Workcation options

21 days annual leave + 2.5 days (discr

Leave purchase option

Professional development

Regular sports and social events

Tax incentive schemes

Job summary

Medserv in Ireland seeks a call centre advisor to be the first point of contact for customers, delivering professional service, answering questions, handling payments, and providing information about our services.

You will manage a high volume of inbound calls, resolve issues, record interactions in the CRM, and work with colleagues to achieve first-call resolution while adhering to GDPR and company policies.

Qualifications

• Experience in high-volume call handling and customer service.
• Ability to record interactions accurately on the CRM.
• Excellent English verbal and written communication.
• Able to adapt to changing priorities and workloads.

Responsibilities

• Handle incoming customer calls professionally and courteously.
• Respond to queries via phone and email.
• Process payments and provide accurate information about services.
• Resolve customer issues and complaints promptly and effectively.
• Ensure daily SLAs and performance targets are achieved.
• Accurately record all customer interactions on the CRM.
• Adhere to GDPR and data protection requirements.
• Build and maintain positive relationships with customers and clients.
• Liaise with colleagues to achieve first-call resolution where possible.
• Identify and reduce areas of customer dissatisfaction.

Skills

Verbal communication

Customer service

High-volume calls

Active listening

Problem solving

Team collaboration

Tools

CRM systems

Job description

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, we strive to ensure on-going client satisfaction by combining our innovative technology solutions with highly skilled teams.

About the role

As a call centre advisor, you will be the first point of contact for customers, providing professional, friendly, and efficient service. You will 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. You will handle a high volume of inbound calls and should seek to create a positive experience for each caller. You will listen to callers to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response. You must always present polite, reliable, and demonstrate a willingness to resolve queries as efficiently as possible.

Responsibilities

• Handle incoming customer calls in a professional and courteous manner.
• Respond to customer queries through phone and email.
• Process payments and provide accurate information regarding services.
• Resolve customer issues and complaints promptly and effectively.
• Ensure daily Service Level Agreements (SLAs) and performance targets are achieved.
• Accurately record all customer interactions on the company CRM system.
• Adhere to GDPR and company data protection requirements.
• Build and maintain positive relationships with customers and clients.
• Liaise with colleagues and other departments to achieve first-call resolution whenever possible.
• Identify and eliminate areas of customer dissatisfaction.
• Adapt to changing priorities, new processes, and fluctuating call volumes.
• Support the training and development of colleagues when required.
• Ad Hoc duties, willing to undertake additional duties and projects as assigned.

Skills & Competencies

• Excellent verbal and written English communication skills.
• Strong customer service skills with a professional and empathetic approach.
• Previous experience dealing with a high volume of calls is preferable
• Ability to remain calm and composed under pressure.
• Strong listening, problem-solving, and decision-making abilities.
• Good attention to detail and accurate record-keeping skills.
• Ability to work effectively in a fast-paced environment.
• Strong team-working and collaboration skills.
• Willingness to learn and develop new skills and knowledge.
• Ability to manage challenging conversations in a professional manner.

Desirable Experience

• Previous experience in a call centre or high-volume customer service environment.
• Experience using CRM systems.
• Experience handling customer complaints and payment queries.

What we offer

• Performance bonus (Team based)
• Corporate Health insurance with Irish Life
• Pension contribution
• Maternity & Paternity leave (T&C's apply)
• Life Assurance
• Gym membership
• Dedicated EAP
• Workcation Options
• 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

Additional Information

• This role is office-based. Hybrid may be an option post probation
• This is a full-time role, Monday to Friday, 9:00 am- 5:00 pm
• Role commences immediately