Customer Service Agent

To provide customer support for the range of products and services, engaging with customers via telephone, live chat and E-mail.

Key Accountabilities

• Log and resolve first line customer Service Fault calls, ensuring attention, resolution and appropriate escalation of reported faults.
• Resolving Provider and Insurer issues including, but not limited to:
• Code map request
• Account reset
• Validation failures
• User training
• Validation updates
• Provider details
• Claim auditing, etc
• User Account administration.
• Understand and comply with Customer Service operating procedure, service level agreements and associated targets
• Understand and comply with Information Security and Data Protection procedures.
• Support rollout of systems as directed by Team Manager
• Support, as requested, testing of new systems.
• Assessing call severity and passing to 2nd level support.
• Assist in data gathering required for new customers.
• Support pre-sales and sales activities by handling incoming enquiries from prospective customers.
• Manage specialist acquisition from registration to subscription - by providing support, online training and ongoing communication.

Qualifications

• Educated to GCSE level.

Knowledge & Experience

• Latest Windows Operating System (essential).
• Web-based technologies (Essential).
• 3+ years Customer Service Experience (Essential).
• Knowledge of healthcare/ medical industry (Desirable).
• SAAS experience (Desirable).
• 3 + Years management experience (Desirable).

Professional and Personal Skills

• Hands -on approach.
• Excellent telephone manner.
• Strong Interpersonal and communication skills.
• Copes well under pressure.
• Flexible approach to work / multi-tasking. •
• Work independently without supervision.
• Take a logical approach to problem solving.
• Empathise with customer situation.
• Good listening skills.
• Organised.
• Strong desire to assist customers.
• Friendly outgoing personality.
• Ability to demystify technical issues using plain language.
• Team player.
• Pro-active and show initiative.