Customer Service Representative

6 days ago

Mumbai, Maharashtra, India Eclinicalworks Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Position Overview:

The role of the Customer Service Specialist is to guide through the Inbound Traffic Handling Process to effectively navigate inbound customer interactions within the Customer Service Centre. Assist clients effectively and create cases in eManager as per the said process.

Job Functions/Responsibilities

  • Provides customer support to individuals who contact the Customer Service Centre via live calls, emails, and voicemails in accordance with the policies outlined in the CSC Guidelines.
  • Assists eCW clients on the issues they have encountered through triaging to determine if a how-to solution can be provided.
  • Creates a case or seeks assistance from other teams and ensures the case is created for any potential patient safety issues.
  • Need to raise Complaints & Feedback whenever applicable through eManager portal.
  • Creating Actions immediately after call when needed (e.g Cancelled Clients calling for assistance).
  • Every cases logged need to have a proper and valid documentation which allows Technical Account Manager to work on these cases smoothly.
  • For each call taken, individual have to document a detailed call logs into Client HUB.
  • Clients calling for cases already created, assistance need to be provided by checking case details and later have to document the same, either on case or in call logs depending on nature of client query.
  • Be updated about the new features and enhancements within the product.
    • Be updated with product, process and technical knowledge

Preferred candidate profile


• Bachelors Degree required ; Master's Degree preferred


• Adheres to all company policies and mandatory compliance protocols as required by eCW.

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