Overview
Our client provides an extensive range of specialised IT solutions and systems for the private healthcare market including practice management systems, online billing, secure messaging and clinical coding tools. They are now looking to appoint a Customer Services Agent to join their growing team
Salary: £28092
The Role
1. To provide customer support for their range of products and services, engaging with customers via telephone, live chat and E-mail.
2. Log and resolve first line Customer Service Fault calls, ensuring attention, resolution and appropriate escalation of reported faults.
3. Resolving Provider and Insurer issues including, but not limited to: Code map requests Account resets Validation failures User training Validation updates Provider details
4. Claim auditing, etc
5. User Account administration.
6. Understand and comply with Customer Service operating procedure, service level agreements and associated targets.
7. Understand and comply with Information Security and Data Protection procedures.
8. Support rollout of systems as directed by Team Manager.
9. Support, as requested, testing of new systems.
10. Assessing call severity and passing to 2nd level support.
11. Assist in data gathering required for new customers.
12. Support pre-sales and sales activities by handling incoming enquiries from prospective customers.
13. Manage specialist acquisition from registration to subscription – by providing support, online training and ongoing communication
The Person
14. Educated to GCSE level.
15. Latest Windows Operating System (essential).
16. Web-based technologies (Essential).
17. 3+ years Customer Service Experience (Essential).
18. Knowledge of healthcare/ medical industry (Desirable).
19. SAAS experience (Desirable).
20. 3 + Years management experience (Desirable).
21. Hands -on approach.
22. Excellent telephone manner.
23. Strong Interpersonal and communication skills.
24. Copes well under pressure.
25. Flexible approach to work / multi-tasking.
26. Work independently without supervision.
27. Take a logical approach to problem solving.
28. Empathise with customer situation.
29. Good listening skills.
30. Organised.
31. Strong desire to assist customers.
32. Friendly outgoing personality.
33. Ability to demystify technical issues using plain language.
34. Team player.
35. Pro-active and show initiative.
Get in touch with the team on 02085497212 for more information or submit your CV using the link below
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