Customer Service Executive
Stemz Healthcare · Kochi · onsite · Posted 45d ago
Undisclosed1–5 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Description
Customer Service Executive
Department: Corporate Customer Service
Reports To: Corporate Customer Service Team Lead / Manager
Location: Kochi , India
Employment Type: Full-Time
Reports To: Corporate Customer Service Team Lead / Manager
Location: Kochi , India
Employment Type: Full-Time
Job Summary
The Customer Service Executive will manage customer interactions across calls (inbound and outbound), emails, chat, and other service channels, resolve queries and complaints, and drive revenue through upselling and cross-selling of check-up packages. The ideal candidate will be a strong communicator who can balance excellent service delivery with sales targets, while adhering to defined guidelines, call tagging processes, and quality standards set by the Corporate Customer Service team.
Key Responsibilities
Customer Service (Omnichannel)
- Handle inbound customer calls, addressing queries, complaints, and service requests professionally and efficiently.
- Make outbound calls for follow-ups, feedback collection, and customer assistance.
- Manage customer interactions over chat, ensuring prompt and accurate resolution.
- Manage customer emails and ensure timely, accurate responses.
- Respond to and manage customer interactions across other assigned service channels as required.
- Coordinate with internal teams for issue resolution, ensuring end-to-end customer support and closure across all touchpoints.
- Follow standard operating procedures, guidelines, and call/interaction tagging documentation protocols as defined by the corporate customer service team.
Sales Conversions
- Meet defined sales targets by upselling and cross-selling health check-up packages during customer interactions.
- Convert customer inquiries into confirmed bookings.
- Follow up with prospective and existing customers as per the defined sales/service process.
- Identify and act on upselling/cross-selling opportunities wherever applicable, while maintaining a positive customer experience.
Data Reporting
- Maintain accurate lead and customer records; update CRM/system regularly.
- Ensure all calls are appropriately tagged and documented as per process requirements.
- Report performance metrics and escalations to the reporting manager as required.
Mandatory Skills Qualifications
- Fluent communication in English and Malayalam (mandatory).
- Good verbal and written communication skills.
- Prior experience in customer service/call center operations preferred.
- Strong interpersonal skills with a customer-centric approach.
- Good knowledge of MS Office and CRM applications.
- Ability to multitask and work effectively in a target-oriented, multi-channel (calls, email, chat) environment.
- Sales orientation with the ability to identify and convert upselling/cross-selling opportunities.
Key Performance Indicators
- Call handling quality and adherence to guidelines/tagging protocols
- Customer query/complaint resolution turnaround time
- CRM/lead record accuracy and update timeliness
- Upselling/cross-selling conversion rate
- Booking conversion rate
- Customer satisfaction scores
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCustomer Experiencecustomer satisfactionCustomer SupportcrmData Reportingconversion rateOmni ChannelOutboundCall Centeroutbound callsCall Handlingcomplaint resolutionCommunication Skillsoperationsinbound
About Stemz Healthcare
Stemz Healthcare
Healthcare
201
employees
2015
11 years old
Gurgaon, Haryana
India
₹6.4L PA avg
Avg at Stemz Healthcare
About
Stemz Healthcare utilizes advanced technologies to enhance healthcare services globally, focusing on quality and compliance in patient care and laboratory services.
Industries
HealthcareHealthcare / Pharma
Employee ratings
10 reviews
3.7/ 5
Culture
3.1
Career growth
2.8
Work-life
3.1
Employees rate it well for
Overall Company37Work-Life Balance35
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