Senior Executive- Customer Care

Qualification : BSc/ Diploma ( Technical )

Job Purpose:

The Senior Executive- Customer Care acts as a specialized escalation point within the contact centre, handling complex queries, unresolved complaints, critical customer concerns, and coordination with internal departments to ensure swift and satisfactory resolution. This role supports Level 1 agents by providing guidance, quality checks, and back-end coordination to maintain high customer satisfaction and adherence to healthcare standards.

Key Responsibilities:

• Handle escalated calls, emails, and chats from Level 1 agents involving 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 resolution TAT adherence 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.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person