We are seeking a proactive and empathetic Customer Care Executive with experience in handling customer interactions for healthcare products. The ideal candidate should be adept at managing calls, chats, and social media inquiries, handling difficult customers with maturity, and navigating e-commerce order portals. The role requires problem-solving skills, a practical mindset, and the ability to provide thoughtful recommendations to enhance customer satisfaction and operational efficiency.
Key Responsibilities
1. Customer Interaction & Query Resolution
Manage inbound and outbound customer calls, emails, and WhatsApp chats with professionalism and empathy. Collect patient feedback.
Address customer queries related to healthcare products, usage, dosage (as per company-approved scripts), and order status.
Handle unpleasant or irate customers with patience, tact, and effective communication.
Provide clear, practical solutions to customer problems and escalate when necessary.
2. Social Media & Messaging Platform Support
Respond to patient/customer queries across platforms such as Meta, Facebook Messenger, Instagram, and similar digital channels.
Maintain platform-specific response quality, accuracy, and turnaround time.
Monitor and manage conversations to ensure positive brand experience.
3. E-commerce Order & Operations Handling
Use e-commerce order management systems to confirm Cash-on-Delivery (COD) orders through verification calls.
Manage NDR (Non-Delivery Report) calls and coordinate with logistics partners for timely resolution.
Navigate portals for order status checks, cancellations, returns, and replacements.
Ensure accurate documentation and communication of customer requests.
4. Technical Tools & Platform Usage
Operate customer calling platforms such as Exotel or similar cloud telephony systems.
Use WhatsApp Business interfaces efficiently.
Maintain call logs, query status, and resolution notes accurately.
5. Continuous Improvement & Learning
Analyze recurring customer issues and provide practical recommendations to improve processes, product information, and customer experience.
Demonstrate a strong hunger to learn new tools, product knowledge, and industry practices.
Participate in training sessions and contribute to internal SOP improvements.
Required Skills & Qualifications:
Experience: 1-3 years of customer support experience, ideally in healthcare, wellness, pharma, or e-commerce.
Communication Skills: Excellent verbal and written communication in English and Hindi; additional languages are a plus.
Technical Skills:
Proficiency in handling cloud telephony platforms like Exotel, MyOperator, etc.
Ability to manage e-commerce order processing dashboards
Skilled in WhatsApp chats and handling multi-platform customer communications.
Customer Handling: Strong ability to manage difficult or emotional customers calmly and professionally.
Problem-Solving: Practical, logical thinking with ability to give actionable recommendations.
Learning Attitude: Strong willingness to upskill, learn products thoroughly, and adopt new technologies.
Job Types: Full-time, Permanent
Work Location: In person
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