Customer Support Executive

5 months ago

Jasola Delhi Delhi, India Vohra Wound Physicians Full time

**Company Overview**:Founded in 2000, Vohra Wound Physicians is the largest Wound Care specialty practice focused exclusively on the post-acute sector, and the premier provider and employer in wound management. The company provides bedside clinical care to hundreds of thousands of patients annually at nearly 3,000 skilled nursing facilities across 28 states as well as to patients healing at home via telemedicine. Vohra Physicians is a premier national physician group that provides expert post-acute care physician services throughout the United States.

**Key Responsibility Area**:

- Work closely with the Account Manager who is assigned to specific accounts and physicians.
- Provide extensive support to Vohra physicians and facility partners to identify issues and respond to inquiries.
- Quickly identify, address, document and track critical service-related items and customer inquiries.
- Evaluate customer feedback and identify ways to maximize customer satisfaction.
- Ensure that standard operating procedures are documented and maintained.
- Reporting any anomalies to the reporting manager.
- QSR Feedback to be completed in a timely manner, review & report.
- Vacation coverage to be reviewed & worked upon for timely allocation of physicians.
- Missed rounds to be identified & aiming to save encounters.
- Resell meetings to be arranged & attended to.
- Responsible for all correspondence with customers ensuring all aspects of a project are effectively communicated and documented.
- Support the Team Lead -CRM to implement policies as laid down by the companies.
- Routing Carve Off’s as and when required.
- Calls to facilities based in US basis the states assigned.
- Calls connected with Facilities - Increase First Contact.
- Aiming to schedule meetings with US facilities for Growth in business.
- Revenue Improvement - Conversions of New meetings to sale (1st encounter).

**Qualifications, Skill & Experience Levels**:

- Bachelor’s degree in marketing, Economics, Business Administration, or other related fields.
- Minimum of 2 years’ experience within a contact centre/Healthcare/Patient & Physician centric environment as an Executive/Agent.
- **Must have 1 year of Voice Process Experience.**
- Proficiency with computers, especially with CRM software, and strong typing skills.
- Basic Excel skill - understanding Excel spreadsheets (Formulas & Functions).
- Good level of literacy and numeracy.
- Ability to ask prying questions and diffuse tense situations.
- Strong time management and decision-making skills.
- Ability to deal with demanding customers and escalations.
- Well-developed communication skills: ability to communicate to all levels.
- Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
- Organizational skills with the ability to prioritize a varied and demanding workload.
- Problem solving skills with A high level of commercial awareness
- **Shift time - 7 pm to 4am (NO CAB FACILITY)**_

**Salary**: Up to ₹550,000.00 per year

**Benefits**:

- Health insurance
- Paid time off

Schedule:

- Monday to Friday
- Night shift

**Experience**:

- International voice process: 1 year (required)
- Customer service: 1 year (required)
- Sales: 1 year (required)

**Language**:

- fluent English (required)

Ability to Commute:

- Jasola, Delhi, Delhi (required)

Work Location: In person

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