The Senior Executive- Customer Care acts as a specialized escalation point within the contact centre, handling complex queries, unresolved complaints, critical customer concerns, and coordination with internal departments to ensure swift and satisfactory resolution. This role supports Level 1 agents by providing guidance, quality checks, and back-end coordination to maintain high customer satisfaction and adherence to healthcare standards.
Key Responsibilities:
Handle escalated calls, emails, and chats from Level 1 agents involving service delays, report issues, appointment disputes, complaints, and other unresolved patient concerns.
Coordinate with backend teams such as lab operations, home collection units, IT, logistics, and branches to ensure timely resolution of escalations.
Ensure timely call-backs and resolution TAT adherence for all escalated tickets and patient queries.
Document all interactions, resolutions, and pending items in the CRM / ticketing system for tracking and analysis.
Follow up on critical cases including VIP patients, legal cases, and service recovery scenarios.
Perform quality audits of L1 tickets, identifying areas for improvement and coaching requirements.
Maintain SOP compliance and suggest process improvements based on frequent issue trends.
Participate in team huddles, review meetings, and training programs to enhance service delivery.
Job Type: Full-time
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
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