Customer Care Executive - Corporate Office

Dr B Lal Institute Of Biotechnology; Gurugram District; On-site; INR 250,000 - 450,000; Full time

Job summary

Dr B lal Clinical Laboratory in Gurugram, Haryana, is seeking a Customer Care Executive to deliver high-quality support for diagnostic services. The role emphasizes effective communication, problem solving, and proactive cross-selling to enhance customer satisfaction and loyalty.

The position involves handling inbound and outbound calls, scheduling appointments, and maintaining CRM records, with a focus on timely information and accuracy.

Qualifications

• Proven experience in customer service, preferably in healthcare or diagnostic industry.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and empathy with customers.
• Problem-solving abilities and proactive approach to addressing customer needs.
• Familiarity with CRM software and basic computer skills.

Responsibilities

• Handle incoming calls from customers with professionalism and courtesy.
• Provide accurate information about diagnostic services, pricing, and processes.
• Address inquiries, concerns, and complaints in a timely manner.
• Schedule appointments and assist customers with the registration process.
• Proactively reach out to customers for appointment reminders and follow-ups.
• Promote new diagnostic services and special promotions to customers.
• Identify opportunities for cross-selling and upselling related services.
• Maintain accurate records of customer interactions in the CRM system.

Skills

Customer service

Communication

CRM software

MS Office

Tools

MS Office

G Suite

Job description

Customer Care Executive

Mission:

The Customer Care Executive at Dr B lal Clinical Laboratory is dedicated to delivering exceptional customer service in the diagnostic industry. Through effective communication, proactive problem-solving, and the promotion of additional services, the mission is to enhance customer satisfaction and loyalty. By leveraging technology skills, the position contributes to streamlined processes and valuable insights. The focus on cross-selling and upselling aims to exceed customer expectations, reinforcing our role as a trusted healthcare partner. Through documentation and reporting, the Customer Care Executive contributes to continuous improvement, supporting our mission to make a positive impact on healthcare with accurate and timely diagnostics.

Job Responsibility:-

Inbound Calls:

• Handle incoming calls from customers with professionalism and courtesy.
• Provide accurate information about our diagnostic services, pricing, and processes.
• Address customer inquiries, concerns, and complaints in a timely and efficient manner.
• Schedule appointments and assist customers with the registration process.

Outbound Calls:

• Proactively reach out to customers for appointment reminders and follow-ups.
• Conduct customer satisfaction surveys to gather feedback and improve service quality.
• Promote new diagnostic services and special promotions to existing and potential customers.

Cross-selling and Upselling:

• Identify opportunities for cross-selling additional diagnostic services.
• Upsell premium packages and recommend relevant add-on services to enhance the customer experience.

Customer Relationship Management:

• Build and maintain positive relationships with customers to enhance their overall experience.
• Collaborate with other departments to ensure effective problem resolution and service delivery.

Documentation and Reporting:

• Maintain accurate and detailed records of customer interactions in the CRM system.
• Generate reports on customer feedback, common issues, and resolutions for continuous improvement.

Technology Skills:

• Proficient in using MS Office (Word, Excel, Outlook) and G Suite.
• Utilize technology tools effectively to streamline customer interactions and improve service efficiency.

Qualifications:

• Proven experience in customer service, preferably in the healthcare or diagnostic industry.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to empathize with customers.
• Problem-solving abilities and a proactive approach to addressing customer needs.
• Familiarity with CRM software and basic computer skills.
• Ability to work in a fast-paced environment and handle a high volume of calls.