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Customer Service

1 month ago

Thane, India Mosaic Wellness Full time

Mosaic Wellness is building digital first, health coaches for elective health concerns working toward one mission: To help Indians lead more fulfilling lives surrounded by wellness and grace.

Man Matters, started in May 2020, is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair, beard, performance and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches.

Be Body wise started in May 2021, is an online women’s elective health platform, serving 1.5M+ women every year by providing personalized solutions and doctor consults across concerns for hair, face, body, pcos, sleep and nutrition.

Little Joys, started in May 2022, is an online health platform for kids, helping 1M+ parents every year solve for their child’s physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health, personal hygiene and behavioral development with access to expert doctors and nutritionists.

**About the role**:
Role of a CS-Ops Associate is to provide operations related expertise and address customer escalations arising across doctor consultations feature on MM/BB/LJ platforms

**Core Responsibilities**:

- Pending Dues Claw back (10%): for paid doctor consultations, there may be instances of pending dues that need to be collected from patients. The Associate will have to engage in empathetic communication to collect the pending dues and keep the patients happy.
- Customer Calls/ Escalations (50%): Associate may be asked to do detailed customer calls to understand customer feedback from completed consults or address escalations.
- Audits (20%): The Associate will need to regularly engage in audits and other process improvement protocols to improve overall consult experience for patients and doctors.
- Product Ops (20%): Given the Associate will be working with the Product Team, you will be required to take up operations related to feature adoption among users, doctor onboarding etc.

**Self-Management Responsibilities**
- Maintain a decent and agreeable Chat/Voice Handling duration with 100% compliance to documentation.
- Ensure Positive Outcome with every Interaction.
- Comprehend the query patiently to avoid repeat contacts.
- Working 6 days a week, typically 9 to 7 pm with one rotational week off.
- Maintain integrity and hygiene with all customer and internal interactions.

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