Job Description

Work Location: India - Work-from-HomeReports to: India Customer Service LeadDepartment: Global Call Center - India Customer Service Position Summary As the first point of contact for customers, you will handle pre-sales and after-sales inquiries from users of the world's leading medical devices through multiple channels-phone, WhatsApp, email, and outbound callbacks. You will log requests, create and dispatch tickets, and partner with internal field engineers to close the service loop. Every task is governed by quantified KPIs that must be achieved 100 % within SLA. Proactively identify and escalate customer dissatisfaction so every voice is resolved quickly.Key Responsibilities & KPIs Responsibilities Key Performance Indicators (KPIs) - Answer India hotline calls - Real-time WhatsApp chat support - Email response First-response and resolution within SLA - Outbound follow-up calls - Log requests & create / dispatch tickets 100 % information completeness; 100 % dispatch accuracy - Detect & escalate complaints Escalation within 30 minutes - Coordinate with internal engineers Tickets updated and communicated on time Required Qualifications - Bachelor's degree. - 1+ year customer service or call-center experience (medical-device or service industry preferred). - Fluent in English + Hindi, both written and spoken. - Proficient in CRM and MS Office. - Strong self-learner.Shift & Compensation :- 5-day work week, rotating shifts: - Mon-Fri / Tue-Sat / Wed-Sun - Shifts: 8 am-5 pm / 9 pm-6 am / 11 am-8 pm (IST) - Double pay for India national holidays worked. - Weekly KPI bonus. - Paid annual leave: 1 day after 1 year of service, capped at 5 days.Critical Behaviors 1. Customer First - think from the customer's viewpoint and step up proactively. 2. Sense of Urgency - respect KPIs & SLAs; finish today's work today. 3. Upgrade Culture - never hide or delay; escalate any potential complaint immediately. 4. Data-Driven - use data to check gaps daily and build improvement plans. 5. One Team - collaborate with engineers and sales to delight the customer the first time.- How to Apply Send your English resume Subject line: CSR-India-Name-Available Date (ref:updazz.com)

Skills Required