Senior Customer Support Representative

Job Overview

We are seeking a dynamic and experienced Assistant Manager to lead and support the Relationship Manager (RM) team within our customer support department. The ideal candidate will have a strong background in customer service and team management, with a focus on fostering strong client relationships in the healthcare industry. You will ensure that your team delivers top\-notch support, resolves client concerns, and maintains long\-term partnerships.

Key Responsibilities

• *Client Relationship Management:** Foster strong, long\-term relationships with healthcare clients by ensuring high\-quality service, managing escalations, and resolving concerns. Performance Monitoring: Track and report on key performance indicators (KPIs), including customer satisfaction (CSAT), ticket resolution, and response times.

Process Improvement: Identify and implement process improvements within the RM team to enhance service efficiency and client satisfaction.

• *Collaboration:** Work closely with internal departments, including operations, sales, and product teams, to ensure smooth communication and issue resolution.

• *Training \& Development**: Organize regular training sessions for the RM team to keep them updated on industry standards, new products, and service techniques.

• *Reporting**: Provide regular updates and reports to senior management on team performance, client feedback, and operational challenges.

• *Customer Feedback**: Collect and analyze feedback from healthcare clients to improve services and identify areas for growth.

• *Requirements:**

• *Experience**: 1\+ years of experience in customer support, client relationship management, or healthcare\-related services, with at least 1 year in a supervisory or managerial role.

• *Education**: Bachelor’s degree in healthcare management, business administration, or a related field.

• *Healthcare Knowledge**: Familiarity with the healthcare industry and its regulations, customer service standards, and client needs.

• *Leadership Skills**: Strong leadership and motivational skills with the ability to manage and develop a high\-performing team.

• *Communication Skills**: Excellent verbal and written communication skills, with the ability to effectively communicate with both clients and internal stakeholders.

• *Problem\-Solving Skills**: Proactive approach to identifying and resolving client and operational issues.

• *CRM Proficiency**: Experience with customer relationship management (CRM) software, such as Kapture or similar, is preferred.

• *Desired Skills:**

Empathy and patience in dealing with healthcare clients.

Ability to manage multiple priorities and work under pressure.

Strong organizational and time\-management skills.

• *Benefits:**

Competitive salary and performance\-based bonuses.

Opportunities for growth and professional development.

Job Types: Full\-time, Permanent

Pay: ₹11,765\.91 \- ₹25,000\.00 per month

Benefits

• Flexible schedule
• Paid sick time
• Paid time off
• Provident Fund

Application Question(s)

• How much team handling experience you have ?

Experience

• total work: 1 year (Preferred)

Work Location: In person