Customer Service Executive

3 weeks ago

Ahmedabad, India Medkart Pharmacy Full time

**Who are we?**

We a Pharmacy group that believes that medicines are affordable however awareness about affordable medicines, availability of the same, acceptance of the same due to lack of education make the customer pay dearly. The reason for our existence is to address this significant issue and create a deep impact for the patients - needy and otherwise. We envision redefining the positioning of medicines for India through the AAA philosophy that focuses on Awareness, Availability, and Acceptance.

**What we are looking for?**

We are looking for a dynamic **Call Center Manager **to drive end to end requirements for our business needs.

**What you’ll be doing**:

- Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning; establishing technical specifications
- Ensuring production, productivity, quality, and customer-service standards
- Contributing information and analysis for organizational strategic plans and reviews
- Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analysis
- Working towards managing system and process improvement and quality assurance programs.
- Preparing performance reports by collecting, analyzing, and summarizing data and trends.
- Accomplishing organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Ensuring revenue is generated through the leads generated.
- Ensuring revenue generation for the company, directly & indirectly
- Improvising the existing campaigns or identifying new touch points/ campaigns to generate opportunities leading to revenue generation.
- Ensuring quality leads are generated through the Call Centers
- Liaisoning with the call center teams and drive the daily & weekly lead & revenue targets
- Ensuring data adequacy & optimum utilization of data.
- Ensuring all campaigns perform to optimum level
- Identifying gaps in processes and take necessary actions., improving agent productivity.
- Ensuring creation of dashboards and sharing the same with the internal and external teams
- Ensuring timely certification, OJT & training of agents in all centers through training and qualification team
- Ensuring proper training module / script creation, revision and adherence as per process requirement with the help of training & qualification.
- Calibrating/ Bragging calls for all centers along with training and qualification
- Managing customers / channel escalations

**What are the skills that you’ll need to succeed in this role**:
**Technical Skills (KPI will be based on these) Behavioral Skills (KPI will be based on these)**
- Excellent Communication Skills Accountability

(Verbal/Written) Flexible Thinking
- Knowledge of Project Management Result Orientation
- Knowledge of Tele Sales Processes Teamwork
- Leadership and Training Skills Commitment to Learning
- Ability to Multitask Attention to Detail
- CRM/Helpdesk Knowledge Professionalism (Attendance/Punctuality)
- Cloud Telephony Strong Analytical and Problem-Solving
- Task Management Skills
- Assignment Tools

**Salary**: ₹15,000.00 - ₹22,000.00 per month

**Benefits**:

- Paid sick time

Schedule:

- Day shift
- Fixed shift
- Morning shift

Supplemental pay types:

- Shift allowance
- Yearly bonus

Ability to commute/relocate:

- Ahmedabad, Gujarat: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

**Speak with the employer**
+91 8849059752

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