JOB DESCRIPTION JOB DETAILS Job Title Executive Call Centre Location/Unit Rukmani Birla Hospital, Jaipur Positions Reports to Unit Incharge Main Objective of the Role To provide excellent customer service and support KEY RESPONSIBILITIES Welcome the caller, comprehend their concern, and provide assistance tailored to their needs Adhere to fundamental guidelines of telephone etiquette Achieve daily, weekly, and monthly targets Exhibit exceptional convincing abilities Demonstrate a rapid learning aptitude and effectively assimilate service knowledge while continually staying updated with product developments Troubleshoot and resolve customer issues by providing appropriate solutions in a timely manner. Maintain a comprehensive understanding of the company services to provide accurate information. Record details of customer interactions, transactions, comments, and complaints for future reference. Conduct follow-up interactions to ensure customer issues are resolved and they are satisfied with the service. Adhere to company policies, procedures, and legal regulations to ensure smooth and lawful operations. Work closely with other team members and departments to ensure a cohesive customer service experience. flexible for a 24X7 schedule for smooth functioning of the hospitals operations Maintain strict confidentiality of all customer and company data, adhering to established data privacy policies. KEY PERFORMACNE INDICATORS Measurable Deliverables Average Handle Time First Call Resolution Customer Satisfaction Net Promoter Score Conversion Call Abandonment Rate Adherence to Schedule Sales Metrics Quality Assurance Scores JOB SPECIFICATION Minimum Qualifications Any Graduate Experience 0- 3 years Behavioral Skills Excellent interpersonal skills Good team player Ability to work independently with stiff timelines Technical Skills Thorough knowledge protocols People and patient management skills Good analytical & sales skills Basic Computer skills Language Skills English & Hindi Reviewed By HR Approved By Date 1-Apr-2024 Date 1-Apr-2024 Received by: Name of the Employee: Employee ID: Signature: Date: Page 1 of 2