Contact Center Executive

Aster DM Healthcare; Kozhikode district; On-site; INR 300,000 - 420,000; Full time

Job summary

Aster DM Healthcare is seeking a skilled Customer Care Team Leader in Kerala to manage customer interactions, handle escalations, and support team performance.

The role focuses on maintaining CSAT, adhering to AHT/SLAs, and training junior associates, while ensuring compliance and accurate documentation. Candidates should have call centre experience, healthcare knowledge, MS Office proficiency, and flexibility.

Qualifications

• Good communication and negotiation skills required.
• Strong problem-solving abilities and calm under pressure.
• Ability to resolve conflicts and collaborate with team members.

Responsibilities

• Handle incoming calls with quality.
• Manage escalation calls.
• Adhere to AHT and SLAs.
• Maintain high CSAT.
• Support junior associates.
• Assist in training.
• Ensure compliance.
• Handle complaints professionally.
• Maintain documentation.

Skills

Communication & negotiation skills

Problem-solving ability

Conflict resolution skills

Team collaboration

Tools

MS Office

Job description

Role Purpose

Manage customer interactions, handle escalations, and support team performance.

Key Responsibilities

• Handle incoming calls with quality
• Manage escalation calls
• Adhere to AHT and SLAs
• Maintain high CSAT
• Support junior associates
• Assist in training
• Ensure compliance
• Handle complaints professionally
• Maintain documentation

Skills

• Communication & negotiation skills
• Problem-solving ability
• Conflict resolution skills
• Team collaboration

Requirements

• Call centre experience Atleast 2 years in same field
• Healthcare knowledge
• MS Office proficiency
• Understanding of AHT, CSAT, SL
• Punctual & Should be Flexible

Additional Responsibilities

• Floor support
• Process improvement
• Quality initiatives

KPIs

• CSAT
• Escalation resolution
• Call Quality
• SLA adherence
• Team contribution