Customer Care Executive Jobs in Gurgaon - For a client of TeamLease Services Ltd

Job title:

Customer Support Executive

Reports to:

Customer Service Manager

Business unit:

Healthcare

Department:

Customer Support

Position summary / job purpose

The Customer Support Executive expected to answer customer queries routed through various communication channels (helpline, Email, Social Media (Facebook, twitter, Instagram etc), Letter, references ) and provide information about products and services, resolve complaints, providing technical support, product Demo and uses guidelines over phone, Email and if not resolved taking input of issues and their redressal thereof by following with respective team/department. Further to ensure highest customer satisfaction by maintaining standard KPI’s for contact center to convert OMRON customer to OMRON client and customer satisfaction to customer delight.

Key responsibilities/activities 

1.

2.

3.

Attend to all customer enquiries (Sales/Service/Demo/Purchase/escalations) queries over toll free number, via emails, through social media & reply to customers in a timely, clear and concise manner ensuring addressing there needs in first instance by recording all crucial information in CRM correctly and do repeat follow-ups for closure of open interactions.

Manage call center KPI’s Drop of ratio, Response time, repeat call ratio, call handling process customer satisfaction and executive quality score up to optimum level and look into the opportunities in area of improvement to further enhance overall customer satisfaction.

Follow up of open repair calls with third party vendors to ensure shortest repair time for higher customer satisfaction and resolving customer escalations in timely manner by Communicating with customers on explaining company's service policy procedures; answering questions; providing information.

4.

5.

Improvise & Prepare effective call center reports and MIS for efficient working and fill the gaps in operations and improve the efforts on challenging areas for overall improvement of customer satisfaction score CSAT and Maintains and improves quality results by adhering to QA standards and guidelines.

Execute happy calling and customer feedback survey to get the customer voice recorded and provide feedback to management to improve/change the processes in line with customer needs.

Interactions/relations ships (internal and external)

Customers, Customer Service team, Sales team, distributors, dealers and retailers.

Scope information

Revenue (P&L):

 Yes

 No

Annual amount:

N/a

Operating Budget:

 Yes

 No

Annual amount:

N/a

Number of direct reports:

Number of indirect reports:

Education and Experience

Preferred education:

Secondary education

Preferred experience:

Less than 2 yrs

Intermediate vocational education

2 – 4 yrs

Higher vocational / professional education (Bachelor Degree)

4 – 7 yrs

Specific Knowledge, Skills and Experience

Hands on experience in managing Customer support specially in dedicated call center

Proficient in English, both written and verbal

Knowledge of other languages is advantageous

Good knowledge of Microsoft Office (Word, Excel, PowerPoint)

Good typing speed up to 35-40 WPM.

Customer Service orientation is required

Disclaimer

The Job Description has been designed to indicate the general nature and essential duties and responsibilities of work performed by job holders within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Duties may be subject to periodic review by the immediate supervisor or nominated representative (in consultation with the job holder) to reflect the changing work composition of the business.