Customer Service Coordinator – Inbound Call Center

About the role

Grail is seeking a Customer Service Coordinator to provide direct support to internal and external stakeholders in an inbound call‑center environment. You will handle calls, emails and chat inquiries, delivering accurate information about products, services and policies while contributing to the company’s mission of early cancer detection.

Key responsibilities

• Respond to stakeholder calls, emails and chat messages using Grail’s CRM platform.
• Independently resolve routine to moderately complex issues within established guidelines.
• Process requests such as account creation, order changes, account updates and basic troubleshooting.
• Document and track all customer interactions in service systems to maintain accurate records.
• Escalate complex or high‑impact issues to senior coordinators or supervisors.
• Provide feedback on recurring issues to improve processes and customer experience.
• Meet or exceed performance metrics including response times, quality scores and satisfaction ratings.

Required profile

• Excellent verbal and written communication skills.
• Strong problem‑solving ability and sound judgment.
• Customer‑focused mindset with a commitment to high service standards.
• Adaptability to evolving responsibilities and business needs.

Required skills

• Proficiency with CRM software for handling inquiries and documenting interactions.
• Basic troubleshooting and account‑management capabilities.

What we offer

• Hybrid work arrangement with a minimum of 60% on‑site presence.
• Opportunity to contribute to a mission‑driven healthcare organization.
• Professional growth and development within a multidisciplinary team.