Customer Care Executive - Corporate Office

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.