Customer Service Representative

Full-time

RAPSYS TECHNOLOGIES PTE LTD

Posted By : RAPSYS TECHNOLOGIES PTE LTD

Mumbai, Maharashtra (5)

Location:- Andheri (West)
Salary 40-45 K pm
Shift Timing – US Shift 5:30 pm to 2:30 Am
Designation: Technical / Customer Experience Agents
Opening – 5 Nos

  1. Handling Daily Queries:  Respond ly to incoming queries from clinics, addressing technical issues, and providing solutions or guidance as needed.  Prioritize and manage the queue of queries to ensure timely resolution and customer satisfaction.
  2.  Assisting with Basic Customer Service Questions:  Assist clinic staff with basic customer service inquiries, such as appointment, scheduling, billing inquiries, and general information about clinic services.  Provide accurate and helpful information to address customer concerns and enhance their experience.
  3. Technical Support:  Troubleshoot technical issues reported by clinics related to software, equipment, or
    other technical aspects of operations.  Work collaboratively with the technical team to resolve complex technical issues and
    escalate unresolved issues as necessary.
  4. Customer Experience Enhancement:  Collaborate with Account Managers to identify opportunities for enhancing the
    customer experience across clinics.  Collect feedback from clinics and customers to identify areas for improvement and
    implement solutions to enhance satisfaction.
  5. Training and Education:  Educate clinic staff on best practices for delivering exceptional customer service and
    resolving common issues.
  6. Quality Assurance:  Ensure the quality and accuracy of responses provided to clinics and customers, maintaining high standards of professionalism and service excellence.
  7.  Reporting and Documentation: Maintain detailed records of queries received, actions taken, and resolutionsprovided for reporting purposes.  Assist in generating reports on query volume, resolution times, and customer satisfaction metrics for review by the Key Accounts Manager.
  8. Escalation Handling:  Handle escalated customer inquiries or complaints with professionalism and empathy, ensuring swift resolution and customer satisfaction.  Escalate complex or unresolved issues to the appropriate channels for further investigation and resolution.
  9. Continuous Improvement:  Participate in regular team meetings and training sessions to stay updated on new processes, tools, and product/service offerings.  Proactively identify opportunities for process improvement and efficiency gains to enhance the overall customer experience.
  10. Team Collaboration:  Work collaboratively with Account Managers, Technical Teams, and other internal stakeholders to address customer needs and achieve organizational goals.  Share insights and feedback from customer interactions to contribute to ongoing improvement initiatives.

Job Category: Customer Success Representative

Job Type: Full Time

Job Location: India

Role Specific Skills
  • Active Listening
  • Clerical
  • Computers and Electronics
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • English Language
  • Inductive Reasoning
  • Information Ordering
  • Near Vision
  • Oral Comprehension
  • Oral Expression
  • Persuasion
  • Problem Sensitivity
  • Reading Comprehension
  • Service Orientation
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Written Comprehension
  • Written Expression

Any Graduate

Any Postgraduate

Journey