Customer Support Agent (Morning Shift, On-site)

Roles and Responsibilities

• Provide customer support through email, live chat, and phone.
• Assist patients with booking appointments with the client's doctors.
• Support patients who experience difficulties booking appointments online and prefer assistance through phone or website live chat.
• Manage inbound customer and patient inquiries and provide accurate and timely assistance.
• Complete administrative tasks to ensure that all appointments, whether booked online, by phone, or through live chat, meet the client's standards.
• Coordinate appointment details and ensure accurate and complete booking information.
• Ensure that any post-appointment actions or follow-ups endorsed by the treating doctor are properly coordinated and completed.
• Follow established procedures and maintain accurate records of customer and appointment-related information.
• Use CRM systems and other relevant tools to document interactions and manage customer information.

Required Experience

• Experience in customer support, online chat, or contact centre environments.
• Experience handling customer or patient inquiries through multiple communication channels.
• Experience managing inbound calls, emails, and live chat.
• Experience with appointment scheduling and coordination.
• Strong ability to follow established procedures and workflows.
• Experience using CRM systems and customer support tools.
• Strong communication and interpersonal skills.
• Good attention to detail and ability to handle administrative tasks accurately.
• Ability to manage multiple customer interactions while maintaining a high level of service.

Shore Xtra Perks

• Day 1 HMO Coverage
• Unlimited Barista Coffee all shift long
• Free Parking & Shuttle
• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone
• Social Passion Clubs – Photography, Dance, Fitness, Book, and Music Clubs
• Engaging Monthly Events – Enjoy regular team activities, celebrations, prizes, and rewards
• Referral Incentives – Get rewarded for bringing top talent to the team
• Statutory Benefits – Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays
• Employee Referral Incentives (Bronze)