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Customer Care/ Patient Care

2 weeks ago

Hyderabad, Telangana, India Fernandez Hospital Full time

Job Description: Customer Care Executive (Female – Night Shift)Position: Customer Care ExecutiveGender Requirement: FemaleShift: Night ShiftDepartment: Customer Support / Front Office / Call CenterReports To: Customer Care Manager / Shift Supervisor1. Job Summary

The Customer Care Executive (Night Shift) is responsible for handling customer queries, calls, messages, and service requests during night hours. The role ensures timely communication, accurate information, and a smooth customer experience while maintaining professionalism and safety.

2. Key ResponsibilitiesA. Customer Interaction (Inbound & Outbound)

  • Handle incoming calls, messages, and email inquiries promptly.
  • Provide accurate information about services, procedures, and policies.
  • Assist customers with booking, scheduling, and updating service requests.
  • Make outbound follow-up calls whenever required.

B. Issue Resolution & Support

  • Understand customer concerns and provide appropriate solutions.
  • Log complaints and escalate to the relevant department when necessary.
  • Ensure all issues are followed up until resolved.

C. Documentation & Reporting

  • Maintain accurate call logs and customer interaction history.
  • Update CRM or system entries with complete details.
  • Prepare end-of-shift reports for handover to the next team.

D. Safety & Protocol Compliance

  • Follow company policies, data privacy rules, and night-shift protocols.
  • Maintain a safe working environment, including security checks when required.

E. Additional Duties

  • Support front desk or administrative tasks depending on company needs.
  • Monitor online platforms (WhatsApp, website chat, social media messages).
  • Ensure high service quality and customer satisfaction ratings.

3. Required Skills & Competencies

  • Excellent communication skills (English, Hindi, or regional languages).
  • Pleasant and professional telephone etiquette.
  • Good problem-solving and multitasking abilities.
  • Basic computer skills (MS Office, CRM tools, email handling).
  • Ability to remain calm during difficult interactions.
  • Customer-centric mindset with patience and empathy.

4. Qualifications

  • Education:
  • Minimum 12th Pass; Graduate preferred.
  • Experience:
  • 0–3 years in customer service (BPO, hospital, hotel, retail, or support).
  • Freshers with good communication skills can apply.

5. Work Conditions

  • Night shift timing (typically 8–12 hours based on company policy)
  • Female-friendly work environment with security support.

6. Key Performance Indicators (KPIs)

  • Response time and call handling efficiency
  • Customer satisfaction score (CSAT)
  • Complaint resolution rate
  • Accuracy of data entry and reports
  • Adherence to service protocols

Job Type: Full-time

Pay: From ₹15,000.00 per month

Benefits:

  • Provident Fund

Work Location: In person