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Female Customer Success Representative
3 months ago
Senior Patient coordinator
At Proactive for Her, we count on the customer service department to interact professionally with our valued customers when they have questions or concerns. Were looking for a highly skilled customer service representative to join our team and handle inbound and outbound phone calls and email requests using a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality.
Position Overview:
We are seeking a dedicated and empathetic Customer Care Representative to join our team. The ideal candidate will be passionate about healthcare and technology, with excellent communication skills and a strong commitment to providing outstanding customer service. As a Customer Care Representative, you will be the first point of contact for our customers, addressing their inquiries, resolving issues, and ensuring a positive experience with our products and services.
Objectives of this role:
- Handle incoming customer inquiries via phone, email, and other communication channels.
- Auditing calls and providing feedback to the team
- Responding to reviews and managing Google Business chats
- Maintaining and managing team roster, ensuring adequate staffing for the day
- Collating monthly and daily data and tracking metrics such as SLA and FCR
- Collaborating with the reporting manager to enhance processes
- Sending End of Day (EOD) reports to the manager
- Provide information, guidance, and support to clients regarding our services, products, and programs.
- Address and resolve customer concerns, complaints, and escalations in a timely and professional manner.
- Maintain accurate records of customer interactions and transactions using CRM systems.
- Collaborate with internal teams to ensure prompt resolution of customer issues and inquiries.
- Identify opportunities to improve customer service processes and contribute to enhancing overall customer satisfaction
- Responsible for maintenance of SLA , CSAT, TAT
- Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure effective communication and resolution of customer issues.
- Stay up-to-date on industry trends, product updates, and best practices to better assist customers and contribute to the continuous improvement of our products and services.
- Adhere to company policies, procedures, and service standards to ensure a consistent and high-quality customer experience.
Required skills
- Strong leadership skills, communication skills, including active listening and clear articulation
- Ability to solve problems, alleviate conflicts, and escalate tactfully
- Ability to multitask, manage time, and prioritise
- Detail-oriented with excellent organisational abilities.
- Flexibility to adapt to evolving technology and customer service strategies.
- Strong interpersonal and communication skills, with the ability to effectively communicate technical information to non-technical users.
- Empathetic and patient demeanour with a genuine desire to help others.
- Excellent problem-solving and decision-making skills, with the ability to quickly assess situations and implement effective solutions.
- Ability to work independently and collaboratively in a fast-paced environment.
- Proficiency in using CRM software and other customer service tools.
- Knowledge of healthcare regulations and compliance standards is a plus.
