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Customer Support Associate

Veera HealthKalyan-Dombivli, IN

8 days ago

Job description

About Veera Health :

Veera Health is one of India’s leading women’s wellness brands, offering science-backed care for hormonal health. We specialize in supplements and programs designed specifically for women – including treatments for PCOS, gut health, hair fall, and more. We’ve been published in top U.S. medical journals and have helped tens of thousands of women take control of their health. Our mission is to make wellness elegant and exquisite, delivering expert solutions with a premium experience.

Healthcare is one of the fastest growing industries globally and needs disruption in women’s health. We are building an unrivaled brand for every healthcare need that a woman has. At Veera, you will be working directly with a world-class team (McKinsey, UnitedHealth, GlaxoSmithKline, Accenture, Wharton alumni) to improve lives for millions of women. Most of all, you will be part of a mission-driven company that believes in providing equal access to high-quality healthcare for those traditionally underserved.

As a Quality Assurance & Training Lead, you will be at the front line of our business and in constant touch with customers. Your job is to ensure the highest quality standards are maintained by sales and customer service teams. You will listen to incoming and outgoing calls and report feedback to Founders and senior managers. Being part of an early stage startup, you will also get to see every part of how a company runs.

Responsibilities :

Listen to incoming and outgoing calls to ensure excellent customer service and effective product pitching
Monitor agents’ product knowledge, ability to handle objections & questions, and call closure
Track performance of individual scripts and agents qualitatively and quantitatively
Directly call existing and potential customers yourself to collect feedback
Convey feedback to individual agents, monitor a quality score and ensure they improve
Train new hires on scripts and on best practices during a call, conduct mock calls
Set up ongoing training sessions for tenured employees where you present best practices across team members
Prepare quality reports for managers and Founders
Create scripts for new products alongside key stakeholders
Update procedures and scripts based on customer response and changing business needs

Qualifications :

5 years’ experience in a training, coaching or sales setting required. Bonus if experience is in pharma selling, hospital or healthcare management.

3 years’ experience in a call center or remote inside-sales environment preferred

Demonstrated ability to create scripts and other written communications

Knowledge of women's health conditions like PCOS.

Excellent English speaking and writing skills. Articulate and persuasive communication skills.

Ability to speak a second / regional language is a bonus.

Strong bent towards customer service