Customer Experience Agent

4 months ago

India Rapsys Technologies Full time

Location:

- Andheri (West)
Salary 40-45 K pm
Shift Timing - US Shift 5:30 pm to 2:30 Am
Designation: Technical / Customer Experience Agents
Opening - 5 Nos
- Handling Daily Queries:Respond promptly to incoming queries from clinics, addressing technical issues, and
providing solutions or guidance as needed.Prioritize and manage the queue of queries to ensure timely resolution and
customer satisfaction. 2. Assisting with Basic Customer Service Questions:Assist clinic staff with basic customer service inquiries, such as appointment
scheduling, billing inquiries, and general information about clinic services.Provide accurate and helpful information to address customer concerns and
enhance their experience. 3. Technical Support:Troubleshoot technical issues reported by clinics related to software, equipment, or
other technical aspects of operations.Work collaboratively with the technical team to resolve complex technical issues and
escalate unresolved issues as necessary. 4. Customer Experience Enhancement:Collaborate with Account Managers to identify opportunities for enhancing the
customer experience across clinics.Collect feedback from clinics and customers to identify areas for improvement and
implement solutions to enhance satisfaction. 5. Training and Education:.Educate clinic staff on best practices for delivering exceptional customer service and
resolving common issues. 6. Quality Assurance:Ensure the quality and accuracy of responses provided to clinics and customers, maintaining high standards of professionalism and service excellence.
- 7. Reporting and Documentation:

- Maintain detailed records of queries received, actions taken, and resolutions
- provided for reporting purposes.Assist in generating reports on query volume, resolution times, and customer
- satisfaction metrics for review by the Key Accounts Manager. 8. Escalation Handling:Handle escalated customer inquiries or complaints with professionalism and
- empathy, ensuring swift resolution and customer satisfaction.Escalate complex or unresolved issues to the appropriate channels for further
- investigation and resolution. 9. Continuous Improvement:Participate in regular team meetings and training sessions to stay updated on new
- processes, tools, and product/service offerings.Proactively identify opportunities for process improvement and efficiency gains to
- enhance the overall customer experience. 10. Team Collaboration:Work collaboratively with Account Managers, Technical Teams, and other internal
- stakeholders to address customer needs and achieve organizational goals.Share insights and feedback from customer interactions to contribute to ongoing
- improvement initiatives.**Job Category**:Customer Success Representative**Job Type**:Full Time**Job Location**:India

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