Job Description

Designation: Executive Role: Customer Experience - Voice Department: Customer Experience Location: Noida About Tata 1mg Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we-ve worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities- And we\'re just getting started. Leading the chart as one of the top consumer health platforms through ePharmacy, eDiagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M ePharmacy orders, 2M eDiagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently. Know more about us: Brief about the Team Customer Service is part of the customer support team of TATA 1mg. The team is to help the customer support team to give a remarkable experience to the customers. Enhancing the quality of customer support by providing timely and personalized responses to customer inquiries and feedback. Taking end-to-end follow-ups on customers- issues and providing the resolution. What will you do Resolve customer complaints that are received directly from Customers on grievance ID or any of the management email IDs with Quality of resolution being of paramount Respond to customer inquiries and complaints in a professional and courteous manner Meeting with Internal stakeholders to get the concerns resolved and to revert back to customers with defined TATSpeak to customers to resolve the issues they have highlighted and educate them on company and industry guidelines to reduce future complaints on and manage overall resolution TAT and ensure 100% Collaborate with other team members to achieve customer service goals and targets Continuously improve customer service by identifying and recommending process improvements Handle incoming customer calls, provide information, answer questions, and address concerns Escalate complex or unresolved issues to the appropriate departments for further action Follow up with customers to ensure their issues are resolved to their satisfaction Adhere to all company policies and procedures, including quality and compliance standards CSAT and NO REPEAT escalation for cases handled. What we are looking for Minimum 1 Year experience working in Customer Service with any graduate degree Escalation Management - This function is set up to ensure customer issues are resolved by the right individuals with the right skill sets, in the shortest amount of time possible Dispute and Grievance Management Customer service experience, preferably in a call center or similar environment Why Join Us Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of the customer support team will provide a great opportunity to scale up a business to great heights by leveraging the existing capabilities of Tata 1mg. Disclaimer Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg shall be made without discrimination, harassment or less favorable treatment of any employee or job applicant, either directly or indirectly, on the grounds of age, color, physical ability, ethnic origin, nationality, religion, gender, family status, marital status, prenatal status, gender reassignment, or sexual orientation. All employment decisions are based on business needs, job requirements, competence and merit.

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