Customer Support Executive

4 months ago

Mumbai Maharashtra, India docterz health tech labs Full time

**Docterz is a program made by doctors for doctors.**

1 nation, 134 crore people, 22 languages, 10 lac doctors. Each doctor works uniquely with their patients. Each time a patient needs to visit a doctor, one of the biggest deterrent is the doctor’s consultation fees. They may end up taking sub-standard care landing with life-threatening complications.

Docterz understands this and develops tools which enables masses to avail standard healthcare at affordable price points. Not only does it help in building doctor-patient bond but also allows patients the freedom to seek specialist help without worrying about doctor’s consultation charges.

**Role Description**

We are seeking a skilled and enthusiastic Customer Support Executive to join our team. As a Customer Support

Executive, you will be responsible for providing exceptional customer service and support to our clients. Your

primary objective will be to address customer inquiries, resolve issues, and ensure customer satisfaction. The ideal

challenging situations with patience and empathy.

Key Responsibilities

2. Provide accurate and efficient responses to customer questions, concerns, and complaints.

3. Identify and assess customer needs to provide appropriate solutions or escalate complex issues to the

appropriate team.

4. Maintain a comprehensive knowledge base of company products, services, and policies to assist customers

effectively.

5. Troubleshoot technical issues and provide step-by-step guidance to customers on product usage and problem

resolution.

6. Collaborate with cross-functional teams, including Sales and Technical Support, to ensure a seamless customer

experience.

7. Follow up with customers to ensure their concerns are fully addressed and their feedback is collected and

shared with relevant teams.

8. Keep accurate records of customer interactions, transactions, comments, and complaints in the customer

support system.

9. Proactively identify opportunities to enhance customer satisfaction and provide feedback to improve processes

and product/service offerings.

10. Stay up-to-date with industry trends and product knowledge to effectively support customer inquiries and

provide recommendations.

**Requirements**:
1. Bachelor's degree in a relevant field or equivalent work experience.

2. Proven experience in a customer service or support role, preferably in a fast-paced environment.

3. Exceptional verbal and written communication skills with a strong command of the English language.

4. Active listening skills and the ability to empathize with customers to understand their needs and concerns.

5. Patience, resilience, and the ability to handle difficult or irate customers with professionalism and composure.

6. Strong problem-solving skills with the ability to think critically and provide appropriate solutions.

7. Proficiency in using customer support software, CRM systems, and other relevant tools.

8. Ability to multitask, prioritize, and manage time effectively to meet individual and team targets.

9. Flexibility to work in shifts and weekends, as required.

10. Positive attitude, team player mentality, and a strong commitment to delivering exceptional customer service.

Pay: ₹25,000.00 - ₹30,000.00 per month

Schedule:

- Day shift

Work Location: In person

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