Senior Executive- Customer Care

Role Overview: As a Senior Executive- Customer Care, your main responsibility is to serve as a specialized escalation point within the contact centre. You will be handling complex queries, unresolved complaints, critical customer concerns, and coordinating with internal departments to ensure quick and satisfactory resolutions. Your role will involve providing guidance, quality checks, and back-end coordination to support Level 1 agents in maintaining high customer satisfaction and healthcare standards adherence. Key Responsibilities: - Handle escalated calls, emails, and chats from Level 1 agents related to service delays, report issues, appointment disputes, complaints, and other unresolved patient concerns. - Coordinate with backend teams such as lab operations, home collection units, IT, logistics, and branches to ensure timely resolution of escalations. - Ensure timely call-backs and adherence to resolution TAT for all escalated tickets and patient queries. - Document all interactions, resolutions, and pending items in the CRM / ticketing system for tracking and analysis. - Follow up on critical cases including VIP patients, legal cases, and service recovery scenarios. - Perform quality audits of L1 tickets, identifying areas for improvement and coaching requirements. - Maintain SOP compliance and suggest process improvements based on frequent issue trends. - Participate in team huddles, review meetings, and training programs to enhance service delivery. Qualification Required: - BSc/ Diploma (Technical) Please note that the job is full-time and requires in-person work at the specified location.,