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 seeking a Customer Services Agent to join their fast growing team. You will be expected to provide customer support for a range of products and services, engaging with customers via telephone, live chat and e-mail.
Salary: £28,000
The Role
1. Log and resolve first line customer service fault calls, ensuring attention, resolution and appropriate escalation of reported faults.
2. Resolving Provider and Insurer issues
3. Understand and comply with Customer Service operating procedure, service level agreements and associated targets
4. Understand and comply with Information Security and Data Protection procedures.
5. Support rollout of systems as directed by Team Manager
6. Support, as requested, testing of new systems.
7. Assessing call severity and passing to 2nd level support.
8. Assist in data gathering required for new customers.
9. Support pre-sales and sales activities by handling incoming enquiries from prospective customers.
10. Manage specialist acquisition from registration to subscription – by providing support, online training and ongoing communication.
The Person
Qualifications
11. Educated to GCSE level.
Knowledge & Experience
12. Latest Windows Operating System (essential).
13. Web-based technologies (Essential).
14. 3+ years Customer Service Experience (Essential).
15. Knowledge of healthcare/ medical industry (Desirable).
16. SAAS experience (Desirable).
17. 3 + Years management experience (Desirable).
Professional and Personal Skills
18. Hands -on approach.
19. Excellent telephone manner.
20. Strong Interpersonal and communication skills.
21. Copes well under pressure.
22. Flexible approach to work / multi-tasking. •
23. Work independently without supervision.
24. Take a logical approach to problem solving.
25. Empathise with customer situation.
26. Good listening skills.
27. Organised.
28. Strong desire to assist customers.
29. Friendly outgoing personality.
30. Ability to demystify technical issues using plain language.
31. Team player.
32. Pro-active and show initiative