Customer Experience Agent

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 promptly 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 resolutions
provided 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.