Team Lead

Responsibilities:

• Inbound Support

-Supervise calls to address pre-purchase queries, provide product guidance, and handle post-purchase concerns such as medication usage and adverse effects.

• Outbound Support

-Oversee outbound calls to schedule free video consultations after customers complete necessary forms.

-Ensure accurate collection of lifestyle information and seamless coordination with doctors.

• Chat and Social Media Management

-Monitor responses to customer queries via chat and social media comments, ensuring timely and professional communication.

-Resolve escalations promptly to maintain a positive brand reputation.

• Performance Tracking & Optimization

-Track and analyze team performance metrics such as response times, issue resolution rates, and customer satisfaction.

-Identify areas for process improvement and implement changes to enhance operational efficiency and customer experience.

• Collaboration & Reporting

-Collaborate with internal departments to align customer support processes with overall business goals.

-Provide detailed performance reports and insights to senior management.

Qualifications and Skills

• Qualifications:

B-Pharm/M Pharm, Bachelors in Biology, Biochemistry, Biotechnology

• Experience:

Minimum 2 years of experience in a client facing role.

• Leadership Skills:

Ability to manage and motivate a team to meet and exceed targets.

• Technical Skills:

Proficient in CRM tools, and KPI/SLA management.

• Soft Skills:

Exceptional communication, problem-solving, and interpersonal skills.