• Be the first point of contact for customer enquiries across email, social media and live chat. • Allocate enquiries from central channels to the appropriate teams or departments. • Follow procedures to resolve customer queries in a timely manner and escalate where necessary. • Assess incoming tickets to prioritise urgency and support needs. • Maintain customer accounts and detailed records of interactions, inquiries, complaints, and comments. • Use knowledge of products or services to resolve queries or forward them to the appropriate staff. • Record and provide detailed information when escalating tickets to ensure smooth handover. • Manage and track progress of customer tickets, ensuring timely follow-ups and resolution. • Solve customer queries regarding delayed or missing online orders by investigating with shipping carriers. • Collaborate with internal teams, suppliers, and couriers to resolve customer issues and close communication loops. • Report recurring issues to management for improvement. • Respond to enquiries related to contact lens orders and accounts. • Liaise with stores and suppliers to resolve queries. • Escalate unresolved issues and report system problems to management. • Provide support to retail teams on customer and system-related queries. • Respond to enquiries regarding systems and customer issues. • Demonstrate professionalism, adaptability, and resilience in all interactions. • Build strong relationships and communicate effectively. • Maintain a focus on improving personal performance and key metrics.

• Receiving and processing orders from clients of our platform in a virtual office in Discord • Executing orders for the supply of services • Interacting with AI-driven tech bots of sales and accounting • Learning from a personal mentor during training

• You will be the frontline support for customers when they are on holiday. A holiday is a time for customers to relax, so we must take ownership and act efficiently to resolve any complaints • You will put the customer at the heart of everything you do; if it makes sense to call rather than send an email, you can make that happen • Take ownership of difficult situations and escalate when required to ensure our customers feel supported when on holiday with us • We are working with our suppliers to achieve quick and suitable customer resolutions • We are feeding back issues where the problem is ours so we can fix it and prevent it from happening again • Maintain an up-to-date knowledge of the travel industry

At Medical Guardian, we empower our members to live a life without limits. We do this by offering best-in-class service for members who own our medical alert devices. As a Member Support Specialist, you will play a critical role by working directly with our members and their loved ones. We guide them through product activations, troubleshooting, billing, and much more. We do this within a supportive and friendly team environment, which reflects Medical Guardian’s award-winning company culture.   This role offers our members peace of mind, security, and confidence, and sometimes your work will save lives. Because of this, we take pride in helping to protect our members, and we are dedicated to the Medical Guardian mission. If this sounds like the right fit for you, please read on to learn more.   Compensation: - $17 per hour For this role: - We are seeking experienced member service professionals and those who are caring and compassionate to join our team.   - Equipment is provided.  - Permanent residency in one of the following states is required: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, OH, PA, SC, ID, IL, NC, TN, WV, and TX only. - Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.  Start Date: MONDAY, April 27th - Paid Time Off available after 60 days. Please commit to perfect attendance during the first 60 days.  - A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role.    Key Duties and Responsibilities:  - Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services.  - Guide callers through troubleshooting, navigating the company site or effectively using the products or services.  - Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete.  - Perform account updates as needed and thoroughly document conversations to keep member records complete and current.  - De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems.  - Be a company brand ambassador, promoting the value of additional products and services during service calls.  - This includes selling add-ons to existing members. - Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience.  - Meet personal/team qualitative and quantitative performance objectives.   - Perform other duties and responsibilities as assigned.