Call Centre 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 Call Centre 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

Working hours are Mon - Friday 10am to 6pm.

All offers of employment are subject to a valid work permit

Role commences immediately