Customer Service Representative

· Strategy:

Assist in developing and executing a robust customer care strategy focused on BOHECO’s B2C platforms.

Contribute to creating strategic plans, goals, and measurable objectives for customer relationship management (CRM).

Work closely with the Sales and Marketing team to align service delivery with brand goals and consumer expectations.

Support continuous improvement initiatives to enhance customer satisfaction and retention.

· Customer Engagement & Service:

Proactively handle queries across platforms (Email, WhatsApp, Inbound Calls, Social Media DMs, Chatbots).

Ensure timely query resolution within defined SLAs.

Demonstrate empathy, patience, and deep product knowledge to educate consumers and build trust.

Identify and escalate red-flag concerns (such as medical emergencies, legal concerns, etc.) to the appropriate departments.

· CRM & Relationship Management:

Assist in managing and updating internal CRM tools with relevant customer data and status.

Track customer journeys and ensure high-quality follow-ups and post-sale engagement.

Pass qualified leads to in-house medicine practitioners.

· Conversion & Retention:

Monitor and convert abandoned carts by understanding blockers and offering guidance.

Support in upselling or cross-selling BOHECO’s solutions based on customer needs.

Coordinate with the doctor and e-commerce teams for seamless order and prescription processing.

· Customer Insights & Reporting:

Conduct primary research activities such as Focus Group Discussions (FGDs), surveys, NPS and feedback calls to gather customer insights.

Compile weekly/monthly reports with actionable insights for product and service teams.

Analyze customer feedback to evaluate product performance and service quality.

Share research findings with relevant teams to improve product improvements and customer experience strategies.

· Tech & Tools:

Manage backend order tracking, CRM updates, and Chatbot hygiene.

• Troubleshoot basic order, refund, or prescription issues in collaboration with accounts and operations.

Job Type: Full-time

Pay: ₹300,000.00 - ₹400,000.00 per year