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Customer Service Representative

2 weeks ago

Auckland City, New Zealand Atlantis Health Full time

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**Atlantis Health**

Atlantis Health was founded in 1996 with a clear goal: to improve understanding of the factors influencing medication adherence and optimize this key behavior among people living with long-term health conditions. Based on the depth of experience acquired in the past 25 years, we have developed proprietary data-driven tools and technologies that enhance patient engagement and empower Change for Good.

**Our Vision**

To preserve the health of people everywhere, in any place at any time.

**Our Purpose**

To help people Change for Good by empowering them to achieve health goals that will positively impact their lives and the lives of those around them.

We’re a close-knit bunch, who work with diverse client groups and embrace cultural differences. Our management team is super approachable, and we’re located in a great central location. And don't forget our active social club Reach out to us to learn more about what makes us a great place to work.

Atlantis Healthcare is a progressive global healthcare company that delivers effective and scalable person-centric solutions that optimise healthcare outcomes and experience. At our Newmarket office, our small friendly Contact Centre works with an outstanding set of healthcare clients.

We are seeking expressions of interest from utterly reliable, energetic, outgoing agents with impressive abilities to "win people over". The job will involve answering customer queries, making patient bookings, outbound calls to customers, quality control and training of the other Customer Service Representatives if required, communication flow development, and daily communication with the Contact Centre Manager and other members of the Contact Centre team.

**In this role you will be**:

- Answer and resolve inbound calls whilst maintaining the call length and call quality standards defined
- Complete call notes for each call as determined by Contact Centre standards
- Contribute to Contact Centre activities and Continuous Improvement initiatives
- Contribute proactively on client campaigns as directed by the Contact Centre Manager or their delegate/s
- Gain a thorough understanding of the clients' direct marketing objectives
- Gain a thorough understanding of the Atlantis Health’s range of business solutions
- Provide excellent customer experience and ensure call quality is to a high standard
- Maintain compliance standards within the call and the associated notes

**The skills and experience we are looking **for**:

- Ideally, at least 2 years experience in a Telesales Contact Centre/appointment-making context
- Demonstrated knowledge of effective campaign management to achieve targets and service excellence
- Excellent interpersonal skills in a variety of settings, including cross-cultural, employee and client
- Proven ability to develop trust and credibility with customers and within a Contact Centre team
- An ability to problem solve with customers and resolve conflict
- An ability to adhere to a high level of compliance and attention to details
- A high level of written and oral communication skills
- An ability to use Contact Centre telephone and IT systems quickly and accurately

We have a comprehensive induction and ongoing training programme. You must have the right to work full-time in NZ to be considered for this role and may be required to complete a criminal check.

**Competencies**
CORE
- Resilience
- Agility
- Communication
- Collaboration