The Customer Care Specialist, is responsible for actively looking to handle customer complaints received from a wide variety of channels and provide proper solution with an adequate focus on maintaining Customer Experience. The team employs a strategic approach to tackle escalated cases, liaising with various internal departments within the organization system to extract quick and effective resolution as appropriate on a case-by-case basis.

Major Responsibilities:

Handle escalated cases from other customer care channels and provide accurate, valid, and complete resolution to the customer using the right methods & tools
Register all the complaints of the customers, categorize them, resolve them and escalate with concern department to resolve it on timely manner
Work in close coordination with various internal teams on a case-by-case basis on escalated cases
Closely follow-up with relevant stakeholders to make sure that proper complaint resolutions are received and communicated with customers within strict timelines
Proactively identify areas for improvement in our processes and communicate the same to line manager in order to reduce escalations and increase First Call Resolutions (FCR)
As part of the Customer service team, become the standard-bearer for customer experience in terms of escalated complaints both within the organization as well as outside via customer interaction
Assist in liaison between teams as necessary for process improvements and alignments
Through the provided system, keep record of interactions and actions taken for particular cases, recording details and comments for proper visibility
Build sustainable relationships and trust with customer through open and interactive communication by identifying and assessing customers' needs to achieve satisfaction
Follow the communication procedures, guidelines and policies as set by the organization
Measuring customer satisfaction index and trying to improve service as per the company standard
Analyze data and help to build good customer retention by providing outstanding customer service and experience
Prepare daily, weekly and monthly report as per the KPI requirement.

Requirements

Minimum Bachelor’s Degree with minimum 2 years’ experience in relevant field
Great communication skills with good command over the English language
Working knowledge of MS Office package
Proactive and able to work both independently and within a team
Proven negotiation skills, influencing and analytical ability
Ability to anticipate and identify problems and use sound judgment and fact-based analysis to develop effective and efficient solutions.
Good organizational skills including prioritizing, scheduling, time management, and meeting deadlines
Should be flexible in work timing, willing to work on off days and public holidays to resolve customer issues

Interested candidates may apply at reena.prajapati@debajyotigroup.com mentioning the position applied for in the subject line.

Only shortlisted candidates will be called for an Interview.

Customer Care Specialist

Jeevee Health Pvt. Ltd.