Manager - Client Support

2 months ago

delhi, India Cloudphysician Full time
CLOUDPHYSICIAN
Cloudphysician is a healthcare company reimagining the delivery of critical care through patient- centric solutions. We use our advanced technology, designed and developed in-house, to increase access to care, all across the globe.
Our Care Center, based in Bangalore, is staffed 24/7 by a highly qualified and trained critical care team that includes super-specialist doctors, nurses, dieticians, and pharmacologists. The clinical team uses our proprietary platform, RADAR, to connect to hospital ICUs to oversee and manage the care of critically ill patients across multiple regions. RADAR, built by our team of technology experts, incorporates automation, computer vision, real-time video, and data analytics to help expert care providers connect to and provide care to patients.
We have cared for nearly 50,000 intensive care patients across 16 states in India and saved numerous lives. Learn more at: DESCRIPTION
We are looking for an experienced Client Support Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.
KEY RESPONSIBILITIES
Managing the customer support department’s day-to-day functions and managing the sound.
Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promoting their implementation.
Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Overseeing and evaluating the team's ongoing training efforts.
Gauge customers’ level of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
Schedule & conduct regular reviews with customers’ key stakeholders to demonstrate value.
Collaborate with the engineering and development team and give them feedback of RADAR vis-a-vis customers’ requirements and troubleshoot technical issues raised by customers
Experience: Minimum 5-6 years experience in inbound voice process (preferably worked for client service process).
Shifts: 12 hrs shift, rotational (day and night).
HOW TO APPLY
If you are interested. Please send your resume to along with two references

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