Walk-in | Call Center Executive

Indus Health Plus; Pune District; On-site; INR 198,000 - 242,000; Full time

Job summary

Indus Health Plus in Pune district is seeking a customer care professional to engage customers, address inquiries, and schedule health checkups. The role requires fluent Marathi and preferably English, with an on-site full-time employment setup.

The incumbent will manage calls, update the care database, ensure first call resolution, and participate in ongoing training to improve service delivery and patient experience.

Qualifications

• Marathi language is mandatory for effective customer communication.
• English is preferred to assist in broader customer queries.

Responsibilities

• Determine the necessary requirements by actively engaging with customers.
• Addressing Customers' Inquiries, Requests, and Grievances.
• Accomplishing product calls based on the predetermined procedure (Welcome Call, Courtesy Call, Date Confirmation Call and Instructions Call).
• Sharing Step-by-Step Guidelines with Instructions to customers on their scheduled Health Checkup appointments (MLM Packages, Lab Based Packages and DNAwise).
• Performing a feedback call for completed health checkups and updating the feedback in the system.
• Addressing customer requests and complaints by clarifying issues, researching solutions, and escalating unresolved problems to supervisors.
• Managing the Customer Care database by entering information into the software.
• Ensuring First Call Resolution and following up on assigned calling data.
• Participating in training opportunities to update knowledge and improve processes.
• Enhancing the organization’s reputation by fulfilling unique requests and seeking opportunities to contribute.

Skills

Marathi required

English preferred

Job description

Role & Responsibilities

• Determine the necessary requirements by actively engaging with customers.
• Addressing Customers' Inquiries, Requests, and Grievances.
• Accomplishing product calls based on the predetermined procedure. (Welcome Call, Courtesy Call, Date Confirmation Call and Instructions Call)
• Sharing Step-by-Step Guidelines with Instructions to the Customers on their scheduled Health Checkup Appointment. (MLM Packages, Lab Based Packages and DNAwise)
• Performing a feedback call for completed health checkups and updating the feedback in the system.
• Addressing customer requests and complaints by clarifying any issues they may have, conducting thorough research to find suitable answers and alternative solutions, implementing the chosen solutions, and escalating any unresolved problems to supervisors.
• Managing the Customer Care database by diligently entering information into the software.
• Ensuring responsibility for the calls and prioritizing achieving First Call Resolution.
• Assuring that the assigned calling data has been properly attended to and conduct follow-ups accordingly.
• Continuously improving skills and understanding of processes by actively participating in training opportunities to update your knowledge.
• Enhancing the reputation of the organization by taking responsibility for fulfilling unique and diverse requests, while actively seeking out opportunities to contribute and enhance job achievements.

Note: Any other special duties and responsibilities can be assigned.

• Marathi Required*
• English preferable
• Salary 2.20LPA