Customer Service Agent

TN United Kingdom; Staines-upon-Thames; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Service Agent to join their dynamic team in Staines-upon-Thames. This role involves providing exceptional support for various IT solutions in the healthcare sector, ensuring customer satisfaction through effective communication via telephone, live chat, and email. The ideal candidate will possess strong interpersonal skills, a proactive approach, and the ability to handle inquiries and resolve issues efficiently. Join a forward-thinking company where your contributions will directly impact customer experiences and support the growth of innovative healthcare solutions.

Qualifications

• GCSE level education or equivalent is required.
• Over 3 years of customer service experience is essential.

Responsibilities

• Log and resolve first-line customer service fault calls.
• Manage specialist acquisitions from registration to subscription.

Skills

Proactive approach

Excellent telephone manner

Strong interpersonal and communication skills

Ability to work under pressure

Flexible and capable of multitasking

Logical problem-solving skills

Empathy towards customers

Organized and customer-focused

Friendly and outgoing personality

Ability to explain technical issues in plain language

Education

GCSE level education or equivalent

Job description

Job Title: Customer Service Agent, Staines-upon-Thames

Client: KINGSGATE RECRUITMENT

Location: Staines-upon-Thames, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: b6d600153ab5

Job Views: 2

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

Overview

Our client provides an extensive range of specialised IT solutions and systems for the private healthcare market, including practice management systems, online billing, secure messaging, and clinical coding tools. They are seeking a Customer Services Agent to join their growing team. The role involves providing customer support for various products and services via telephone, live chat, and email.

The Role

• Log and resolve first-line customer service fault calls, ensuring proper attention, resolution, and escalation.
• Resolve Provider and Insurer issues.
• Follow Customer Service operating procedures, service level agreements, and targets.
• Adhere to Information Security and Data Protection procedures.
• Support system rollouts as directed by the Team Manager.
• Assist in testing new systems.
• Assess call severity and escalate to 2nd level support when necessary.
• Gather data for new customers.
• Handle incoming inquiries from prospective customers to support pre-sales and sales activities.
• Manage specialist acquisitions from registration to subscription, providing support, training, and communication.

Person Specification

Qualifications

• GCSE level education or equivalent.

Knowledge & Experience

• Web-based technologies (Essential).
• Over 3 years of customer service experience (Essential).
• Knowledge of healthcare/medical industry (Desirable).

Skills

• Proactive approach.
• Excellent telephone manner.
• Strong interpersonal and communication skills.
• Ability to work under pressure.
• Flexible and capable of multitasking.
• Ability to work independently.
• Logical problem-solving skills.
• Empathy towards customers.
• Organized and customer-focused.
• Friendly and outgoing personality.
• Ability to explain technical issues in plain language.