Here at Osborne, we are hiring for a Customer Service Agent for a well-known client in the Healthcare Industry based in Citywest, Co. Dublin. This client prides themselves on delivering exceptional customer service. The Contact Centre team is at the heart of these efforts, providing customers with timely, accurate, and friendly support. They are looking for enthusiastic and motivated individuals to join their team as a Contact Centre Agent.
Employment Type: Permanent, Full-Time role
Salary: €35K+ On-Target Earnings
Hours of work: 9am-5pm (35hr week)
Key Responsibilities:
Patient Care: Provide high-quality patient care for all inbound and outbound calls.
Call Volume & Management: Handle a high-volume of both inbound/outbound calls per day, in order to meet weekly, quarterly, and annual targets, ensuring clinic diaries are full and patients are engaged.
Diary Management: Keep online diary notes and call statuses accurate and up-to-date.
Reporting: Maintain daily, weekly, and monthly reports.
Appointment Booking: Assisting patients with booking appointments and ensuring at least one test appointment is booked daily, as per KPI’s.
Call Structure: Follow approved call scripts for both inbound and outbound calls.
Conversion Rates: Meet call conversion, appointment conversion, and third-party show rates set by the Contact Centre Manager.
Performance Review: Regularly review performance against KPIs with the Contact Centre Manager.
Compliance: Follow all company policies, procedures, and data protection regulations. Ensure all work complies with the Staff Handbook and the Safety, Health, and Welfare at Work Acts.
Participate in cross-functional training as required.
Perform any other duties as assigned by the Contact Centre Manager or designated Officer.
Experience & Skills Required:
Proven experience in high-volume inbound and outbound calls.
Excellent telephone skills and customer service experience.
Strong written and verbal communication skills.
Proficient in Microsoft Office Suite and computerised diary management systems.
Team player with the ability to work independently and under pressure.
Reliable, punctual, and well-organised.
Strong time management and efficiency.
Flexible and confident in making calls and capturing accurate information.
Previous experience working towards KPI’s is desired.
An interest in the Healthcare Industry is advantageous.
Benefits:
Opportunities for career growth within the company.
Bike to work scheme.
Health Insurance Discount
Staff Discount.
Immediate Family Discount.
Employee assistance programme.
Additional Leave.
Company pension.
Company Events.
For more information, please apply through the link provided for the attention of Shreya Thornton or call Osborne on (045) 579 066. If you are interested in finding out more about the above role and would like to be considered other suitable roles that we may have available for your skill set – please attach your CV via the link provided Please submit your updated CV in Word Format If you are living in Ireland and hold a valid work permit we would love to hear from you, if however you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search. Osborne are proud to be an Equal Opportunity Employer.
