Call Center Associate
Job Description
Call Centre Operations and Grievance Handling
– Attend customer inquiries through inbound calls
– Record the call details in the system along with summary of query
– Assists customers for call back requests received through emails, booking appointments
– Registers customers and educate them about the special programs/ initiatives
– Answers queries on redemption, point upgrades, offers, etc.
– Ensures customers details are updated in the relevant databases as and when requested
– Act as a first point of contact for complaint management
– Follow up on customer complaints/feedback
– Reviewing recorded calls of peers and self for quality control
– Strives to meet or exceed call center metrics while providing excellent consistent customer service
Database Management
– Collects and compile the survey responses
– Updating the call center internal databases with added details of specialties and clinicians, services, insurances, timings, etc.
– Maintains customer data in the system
Surveys and Campaigns
– Registering customers on calls during or before any campaigns conducted by CR, operations, etc.
– Conducts customer satisfaction surveys through outbound calls for customers
– Use statistical methods to validate the data accuracy and analyse the data sets to derive relevant information
– Maintains a record of all the surveys
– Gathers information on availability of services with external service providers to assist the customers
Reporting
– Reports the daily statistics of the center and self-productivity as per the set indicators
– Reports all marketing campaign responses and registration requests
– Presents data as information for identifying trends leading to corrective actions
Liaison with Operation Team
– Coordinates with operation team to discuss about report findings
– Prepares and shares lists of customer queries to the concerned management
Job interactions
– Works closely with clinics, hospitals, CR and marketing department etc. to seek information about the entities, follow up on service reports etc.
– Works closely with customers and external partners for service request follow ups and for confidential information
