Customer Service Representative

3 weeks ago


Staines, United Kingdom Kingsgate Recruitment Full time

To provide customer support for the range of products and services, engaging with customers via telephone, live chat and E-mail.

Key Accountabilities

  • Log and resolve first line customer Service Fault calls, ensuring attention, resolution and appropriate escalation of reported faults.
  • Resolving Provider and Insurer issues including, but not limited to:
  • Code map request
  • Account reset
  • Validation failures
  • User training
  • Validation updates
  • Provider details
  • Claim auditing, etc
  • User Account administration.
  • Understand and comply with Customer Service operating procedure, service level agreements and associated targets
  • Understand and comply with Information Security and Data Protection procedures.
  • Support rollout of systems as directed by Team Manager
  • Support, as requested, testing of new systems.
  • Assessing call severity and passing to 2nd level support.
  • Assist in data gathering required for new customers.
  • Support pre-sales and sales activities by handling incoming enquiries from prospective customers.
  • Manage specialist acquisition from registration to subscription - by providing support, online training and ongoing communication.

Qualifications

  • Educated to GCSE level.

Knowledge & Experience

  • Latest Windows Operating System (essential).
  • Web-based technologies (Essential).
  • 3+ years Customer Service Experience (Essential).
  • Knowledge of healthcare/ medical industry (Desirable).
  • SAAS experience (Desirable).
  • 3 + Years management experience (Desirable).

Professional and Personal Skills

  • Hands -on approach.
  • Excellent telephone manner.
  • Strong Interpersonal and communication skills.
  • Copes well under pressure.
  • Flexible approach to work / multi-tasking. •
  • Work independently without supervision.
  • Take a logical approach to problem solving.
  • Empathise with customer situation.
  • Good listening skills.
  • Organised.
  • Strong desire to assist customers.
  • Friendly outgoing personality.
  • Ability to demystify technical issues using plain language.
  • Team player.
  • Pro-active and show initiative.



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