Customer Service Consultant

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:

Due to continued growth within our RPM Team, we are seeking a polite and professional Customer Service Consultant to join our expanding department. You will work closely with other team members to deliver an exceptional service experience to our customers. The successful candidate will handle customer enquiries, process payments, manage complaints, and provide clear and accurate information about our products and services.

You will manage a high volume of inbound communications (circa 50-70 calls per day) and are expected to create a positive customer experience on every interaction. This includes understanding the purpose of each call, addressing all questions or concerns efficiently, and ensuring all responses align with our service level agreements (SLAs).

To be successful in this role, you should be customer-focused, detail-oriented, and professional, with a genuine passion for helping others and resolving queries promptly and effectively.

Duties & Responsibilities:

• Handle a high volume of inbound calls and emails in a professional and courteous manner
• Ensure all daily service levels (SLAs) are met and consistently maintained
• Record and update all customer interactions accurately within the company CRM system
• Resolve customer issues efficiently, aiming for first-contact resolution wherever possible
• Adhere to company policies, including GDPR and confidentiality requirements
• Collaborate with colleagues and other departments to enhance the customer experience
• Identify and escalate areas of customer dissatisfaction or process improvement opportunities
• Support ad-hoc tasks and projects as required by your Manager or Supervisor

Skills & Requirements:

• Excellent verbal and written communication skills in English
• Previous experience handling a high volume of customer calls 
• Patient, empathetic, and calm approach to customer interactions
• Ability to perform well in a fast-paced, target-driven environment
• Self-motivated with a strong commitment to achieving individual and team goals
• Adaptable and willing to learn new processes or systems as required
• Positive attitude and a proactive approach to problem-solving
• Willingness to support colleagues through knowledge sharing and team development

Package and Benefits:

• Hybrid working option post probation
• Private Medical
• Pension contribution
• Maternity and Paternity leave (T&C's apply)
• Life Assurance
• Workcation options
• Sports Activity Subsidy
• Dedicated EAP
  
• Professional development opportunities
• Regular sports and social events
• Healthy food with comfortable on-site recreational facilities
  

Additional Info: 

• This is a full-time, on-site position in our Wroclaw office with potential for hybrid options upon successful completion of probation
  
• All offers of employment are subject to a valid work permit
  
• Role commences immediately