Senior Customer Service Representative

Position Overview: As a Senior Customer Service Representative, you will play a pivotal role in ensuring customer satisfaction and retention. You will be responsible for providing expert-level support to our clients, addressing inquiries, resolving issues, and going above and beyond to exceed their expectations. This role requires a customer-centric mindset, excellent communication skills, and the ability to effectively navigate complex situations.

Responsibilities:
• Serve as the primary point of contact for escalated customer inquiries and issues, demonstrating a high level of professionalism and empathy.
• Utilise your expertise to provide comprehensive solutions and resolve complex customer concerns in a timely manner.
• Act as a mentor and resource for junior customer service representatives, providing guidance and support as needed.
• Collaborate cross-functionally with other departments to address customer needs and improve overall service delivery.
• Proactively identify opportunities for process improvement and contribute to the development of best practices.
• Maintain accurate records of customer interactions and follow-up activities in our CRM system.
• Uphold company policies and procedures while adhering to service level agreements (SLAs).

Qualifications:
• Minimum of 2 years of experience in a customer service role or equivalent role, with a demonstrated track record of handling escalated issues effectively.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.
• Excellent written and verbal communication skills, with a keen attention to detail.
• Proficiency in using CRM software and other relevant tools to manage customer interactions.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• A proactive approach to problem-solving and a commitment to delivering exceptional service.
• Experience in the Medical Administration industry is a plus.