Head Office Contact Centre Agent

Hidden Hearing Ireland; Dublin; On-site; EUR 40,000 - 50,000; Full time

Job summary

Hidden Hearing Ireland invites applications for a Contact Centre Agent to join our Citywest-based team. You will handle a high volume of inbound and outbound calls, ensuring targets are met and diaries are accurately maintained, while delivering a courteous patient experience.

You will be part of a motivated group in a supportive environment, representing our brand with professionalism and care within our busy head office setting.

Qualifications

• Experience in high-volume inbound and outbound calls.
• Strong customer service experience.
• Excellent written and verbal communication skills.

Responsibilities

• Manage all inbound and outbound calls and meet targets; maintain full diary and ensure patient engagement.
• Update and maintain accurate notes in the online diary system.
• Represent Hidden Hearing and provide a high-quality patient care experience.

Skills

Telephone skills

Customer service

Communication skills

Computer literacy

Diary management systems

Call center experience

Tools

Microsoft Office

Diary Management System

Job description

Short Description

WE DO NOT DO ANY COLD CALLING.

We have a highly engaged team with a passion for patient care and building relationships, both with each other, and with our patients. We are looking for someone to come on board who wants to be part of a motivated, driven team of 12, who are making a difference in our patients lives, every day.

#iNDIE5

Responsibilities

• Manage all inbound and outbound calls and ensure weekly, quarterly and annual targets are met, Clinic Diaries are full, and all patients feel engaged with their hearing healthcare, and feel that their hearing healthcare needs are being met. Our expectation is for our Contact Centre Agents to complete 160+ calls per day.
• Diary Management – ensure all online Diary Management system notes and call statuses are correct, accurate and up-to-date.
• Brand Ambassador - representing Hidden Hearing, you will uphold our core values on a daily basis by consistently delivering a phenomenal patient care experience to all inbound and outbound calls that we, as the modern hearing care experts, have been providing for almost 40 years.

The OTE for this position is circa 40 - 50K.

This role is based in our Contact Centre team in our Head Office in the Citywest Business Campus.

At Hidden Hearing is dedicated to each of our employee's wellbeing; we will listen to you, help you live an engaged work life, and will treat you with respect and fairness.

Work Experience & Skills Required:

• Previous high volume Outbound and Inbound call experience is essential.
• Excellent Telephone skills and manner.
• A High Level of Proven Customer Service experience.
• Strong Communications skills both written and verbal.
• Professional Standard of Computer Literacy, in particular Microsoft Office Suite.
• Experience gained working with computerised Diary Management Systems.

Personal Characteristics:

• A team-player with an ability to work on own initiative and under pressure.
• An excellent timekeeper who is reliable and punctual.
• Takes pride in their work and possesses excellent organisational skills.
• Good time management skills and efficient.
• A high level of flexibility.
• Confident in their ability to make calls and capture accurate information.

Hidden Hearing is an equal opportunities employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity, equity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, political opinion or membership of the traveller community.

LI-AF1 # #aud_IR