Overview
Customer Support Agent Jobs in Athlone, Ireland at Baker Finn Recruitment
Title: Customer Support Agent
Company: Baker Finn Recruitment
Location: Athlone, Ireland
12 month Fixed term Contract
*Candidates must be currently living in a commutable distance to Athlone/Monksland*
Job Title: Customer Support Agent
Reports to: Customer Service Manager
Department: Customer Service
Location: Athlone
JOB PURPOSE
The Customer Support Agent will provide an essential front-line service to customers, relatives, carers, and healthcare professionals on behalf of the organisation. The role acts as the first point of contact for a wide range of enquiries, including but not limited to public enquiries, customer and carer requests, notifications of death, prescription-related queries, equipment servicing requests, and fault or breakdown reporting.
The postholder is responsible for delivering a professional, empathetic, and efficient service in line with agreed service standards and organisational procedures.
PRIMARY DUTIES AND AREAS OF RESPONSIBILITY
- Responding to all customer and carer enquiries in a timely, empathetic, and effective manner, in line with agreed company service levels.
- Processing and responding to customer prescription requests, including prescription confirmations, within required timeframes.
- Managing prescription processing activities and liaising closely with prescribers to ensure their requirements are met efficiently and accurately.
- Processing Patient Information Sheets in an accurate and timely manner.
- Managing the prescribers’ telephone line and responding to associated queries promptly and professionally.
- Working collaboratively with Customer Support Specialists when required to ensure continuity of service delivery.
- Taking replenishment orders from customers and attempting to resolve equipment-related issues via telephone where possible.
- Ensuring all customer enquiries are completed in accordance with departmental procedures and quality standards.
- Liaising effectively with internal departments via email and telephone, ensuring accurate and timely communication at all times.
- Working towards and achieving organisational and departmental performance targets.
- Providing support to other areas of the Customer Service Department as required.
- Undertaking any additional ad hoc duties as reasonably requested by line management.
DEVELOPMENT
- Customer Support Agents are expected to develop multi-skilled capability across all areas of the Customer Service Department.
- The postholder will receive appropriate training, coaching, and ongoing support to ensure full competence in all assigned tasks and responsibilities.
COMMUNICATION AND WORKING RELATIONSHIPS
The role requires effective communication and collaboration with the following stakeholders:
- Customers, their relatives, and carers
- Clinicians and other healthcare professionals
- Internal management team
- Finance department
- Warehouse department
