Collins McNicholas

The Customer Support Agents must anticipate and meet the needs of our client as well as coordinate interdepartmental work, consistently delivering a high-quality service and committing to continuous improvement.

Our Helpline is open 24 hours a day, 7 days a week. Therefore, we require committed individuals who are flexible to work on a rotating roster including shift work, nights and weekends. In return, our client offers a generous 30% shift allowance in addition to your basic salary

Key Responsibilities
-Responding to queries regarding cover, claims, hospitalization, complaints.
-Commit to the department`s service standards, including a 24 hours turnaround for all written communication including email responses and a target call abandon rate of 2%
-Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
-Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients
-Assist our in-house medical team in coordinating client`s hospital admissions, evacuations, repatriations and other cases as required
-Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
-Responsible for providing outstanding customer service to clients and ensuring customer satisfaction and retention
-Work within our rotating shift patterns – including weekend work.

Experience Required
-Experience in a customer focused role, in an administrative capacity
-Previous experience in call center environment would be beneficial
-Experience working in a pressurized environment with tight deadlines
-Strong Knowledge of Microsoft Office ( Excel, Word)
-Applicants must be flexible to work within our rotating shift patterns
-Valid EU work permit with the ability to work full-time year round
-Fluency in English and German, French or Japanese.

Behavioral Competencies
-Customer focused
-Strong communication (verbal & written)
-Ability to work effectively within a team environment
-Honesty and Integrity
-Ability to work under pressure
-Results driven and solution oriented

*Must be fully flexible to work rotating shift patterns including shift work, nights and weekends.

What we offer…
-A competitive Salary and bonus scheme
-Career progression opportunities and training
-Excellent benefits such as pension, health insurance for employee, his/her spouse and children under 18, and discounts on car and house insurance
-A generous 30% shift allowance in addition to your basic salary
-Free onsite parking
-Active Sports & Club society
-Transport Subsidy
-Support for professional studies
-Relocation Assistance

For a confidential discussion and more information on the role, please contact Sarah Boyle on 016620088 or email sarah.boyle@collinsmcnicholas.ie.

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