Customer Success Associate

About the job

About Sukoon

Sukoon Health is building India's first specialized chain of hospitals to cater to acute and severe mental health conditions.

We plan to set up 1000 beds across 40 units for adult, acute inpatient care across India. Additionally, we have aspirations to expand into specialized segments of de-addiction, child development disabilities, dementia care, etc.

About the Role

Sukoon is seeking a Customer Success Associate, who will be responsible for providing exceptional client service and support to Sukoon clients. You will handle a wide range of inbound inquiries and issues, including queries related to our IPD, OPD, and de-addiction services. Your primary goal will be to ensure a positive and seamless experience for our valued clients.

The ideal candidate for this role:

• Follows a data driven approach for achieving targets
• Demonstrates a high level of intellectual and problem-solving abilities

Areas of Focus:

● Customer Service: Provide exceptional client service by promptly and effectively addressing all inquiries, concerns, and issues through various communication channels (phone, email, chat).

● Problem Resolution: Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

● Product Knowledge: Maintain up-to-date knowledge of Sukoon services, benefits, and policies to accurately address client’s inquiries and offer appropriate solutions.

● Quality Assurance: Follow communication “scripts” when handling different topics. Ensure adherence to quality standards by accurately documenting client interactions, following established procedures, and achieving performance metrics and targets.

● Relationship Building: Build and maintain positive relationships with clients by demonstrating empathy, active listening, and a genuine desire to assist, while fostering a client-centric environment.

● Continuous Improvement: Identify opportunities to enhance the client experience and provide feedback on process improvements, system enhancements, and training needs.

● Collaboration: Collaborate with cross-functional teams, such as clinical team, IPD coordinators, and sales team to resolve client issues that require additional expertise.

● Professional Development: Stay updated with industry trends, customer service best practices, and Sukoon service updates through ongoing training and self-development opportunities.

● Adherence to Schedule: Maintain punctuality and adhere to assigned schedules to ensure proper staffing levels and meet service level agreements.

Qualifications:

● High school diploma or equivalent (Bachelor's degree preferred)

● Previous customer service experience, preferably in a call center or contact center environment

● Excellent verbal and written communication skills

● Ability to work in a fast-paced, metrics-driven environment

● Flexibility to work in shifts, including evenings, weekends, and holidays

CTC:

INR 25000-30000 CTC per month