Senior Associate - Customer Care

ASTER DM HEALTHCARE LIMITED is looking for Senior Associate - Customer Care to join our dynamic team and embark on a rewarding career journey

• Customer Support : Interact with customers through various channels (phone, email, chat, etc) to address inquiries, resolve issues, and provide assistance
• Supervision : Provide guidance, training, and mentorship to junior customer care associates to ensure they meet performance and quality standards
• Issue Resolution : Handle more complex or escalated customer inquiries and complaints, finding suitable solutions to ensure customer satisfaction
• Quality Assurance : Monitor and evaluate the quality of interactions between junior associates and customers, providing feedback and coaching as needed
• Product Knowledge : Maintain a deep understanding of the organization's products, services, and processes to address customer queries effectively
• Data Entry : Accurately record customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system
• Escalation Handling : Manage and escalate customer issues to higher management or other departments when necessary
• Customer Feedback : Collect and report customer feedback to help identify areas for improvement and make recommendations for process enhancements
• Compliance : Ensure that customer interactions adhere to company policies, procedures, and legal and regulatory guidelines
• Training : Stay updated on product or service changes and attend training sessions to improve customer service skills
• Reporting : Generate reports on customer care performance and share insights with senior management
• Qualifications : Education : A high school diploma or equivalent is typically required
• Some positions may prefer a bachelor's degree or relevant vocational training
• Customer Service Skills : Strong customer service skills, including active listening, empathy, and the ability to remain calm and professional in challenging situations
• Experience : Several years of experience in a customer service role, demonstrating progressively increasing responsibilities
• Leadership : Leadership and supervisory skills to guide and mentor junior associates
• Communication : Effective verbal and written communication skills for interacting with customers, colleagues, and senior management

Skills Required

Customer Relationship, Customer Service, Customer Support, Customer Satisfaction, Customer Queries