Managing team of Care Managers for end-to-end customer support of the assigned patients. Also,
handle couple of patients on individual basis too. Providing updates and reports to internal
stakeholders about patient status, grievances and outcomes.
Manage and mentor team of customer support agents
Set the strategy for the development of the agents, staying abreast of new practices and
technologies, ensuring that we gain and maintain recognition for the quality of customer service
Be responsible for the end to end post sales management (except coach consultations) and
associated customer experience, supporting cross company initiatives to drive improvements,
improve efficiency and reduce complaints.
Be responsible for the recruitment, training, induction and coaching of manpower in the CM team
Handle customer escalations and achieve the customer retention targets
Review and organize all support center roles, shift-timings etc.
Ensure that all the resources are fully utilized and all the requirements are effectively covered.
Applying best practice, develop continuous improvement plans and make recommendations based
upon the employee and customer insight
Enhance the quality of customer interactions, ensuring quality assurance and compliance
obligations are met across all interactions
Desired Candidate Profile:
Minimum 2 years’ experience as Lead-Customer Support
Excellent communication skills
Approachable and empathetic
Team handling experience skills
Job Location: Turbhe
Work Timings: Weekly (10Am-7pm)