Senior Customer Care/SME

Role Overview

As a Senior Customer Care/SME professional, you will be responsible for handling and managing both inbound and outbound calls related to customer inquiries and sales leads. Your primary objective is to deliver exceptional service by understanding customer needs and ensuring their satisfaction while contributing to achieving sales targets within a customer service team.

Key Responsibilities

• Handle a high volume of incoming and outgoing calls including complaint management.
• Understand and evaluate customer requirements to provide tailored solutions ensuring a positive customer experience.
• Generate potential sales leads from the database provided by the concerned department.
• Deliver precise, reliable, and comprehensive information by applying appropriate tools and methods.
• Meet and exceed team targets related to sales and call handling.
• Maintain detailed records of customer communications, update customer accounts, and manage documentation accurately.
• Adhere strictly to communication processes, guidelines, and policies specific to your operational framework.

Candidate Profile

• Minimum graduate qualification with 5 to 10 years of experience in BPO or telecalling sectors.
• Experience with CRM systems and technical aptitude for updating data efficiently.
• Strong customer focus with the flexibility to interact effectively with diverse patient groups.
• Excellent verbal communication and presentation abilities, especially in the domestic voice process.
• Proven capability to handle multiple tasks concurrently, prioritize work, and manage time effectively under call pressure.
• Fluency in at least two of the following languages: Kannada, Tamil, Hindi, and Bengali.
• Preference will be given to candidates with BPO or call center experience in the healthcare sector.