The role of the Customer Service Agent for X Medical Group is essential to manage customer queries and the occasional complaint that comes in via our phone lines, email and live chat in a fast, friendly and helpful manner.

You will need to be confident in IT and have knowledge of Google suite, as you will be using a range of systems and processes.

A unique aspect of this role is the verification of pre-departure and lateral flow tests for UK clients which is set to aid the UK’s protection against COVID-19. Full training on this aspect of the role will be provided.

• Provide excellent all-round customer service and support for service facing teams.
• Manage and resolve customer enquiries via email, live chat or telephone and escalate when required.
• General administrative duties for service facing teams, including changing customer details on accounts, changing appointment types and resending confirmation emails.
• Handle customer queries and complaints, developing appropriate solutions and alternative ideas, to ensure satisfactory resolution.
• Develop an understanding of the customer lifecycle and where your role fits into it.
• Liaising with laboratories that run results for COVID-19 test results for testing sites, chasing late results and receiving notification of any queries.
• Verify testing results of Lateral Flow (LFT) pre-departure and arrival tests provide an accurate confirmation of results within the agreed turn around time.
• Contribute towards the oversight and quality assurance reports for each working day.
• Support the team and department in the delivery of team and company objectives, highlighting any issues to the appropriate team leader.
• Participate in an annual individual appraisal including taking responsibility for maintaining a record of own personal and/or professional development.
• On occasion, when considered appropriate you may be required to carry out other duties that fit within your strengths.

• Customer support experience in providing an outstanding level of customer and client care.
• Attention to detail with particular focus on accuracy with repetitive tasks
• Computer Literate - PC, Google Workspace, Slack.
• Good organisational, communication and interpersonal skills.
• A keen eye for numbers.
• Customer contact systems