What you will do:

Customer Service:

- Work as a first layer of representation for Nirogam's customers via all channels of communication, that is, website, social media, email, chat and telephone.

- Communicate Nirogam's purpose, core values and vision to customers.

- Courteously welcome customers, understand their requirements, ask for a prescription from a physician, and take necessary customer details.

- Take bookings for medical consultations.

- Educate customers about products and services in a clear manner. Help customers understand Nirogam's products and answer questions.

- Follow up periodically for repeat orders, or as prescribed.

Complaint Resolution :

- Help and assist customers with their complaints, questions and their reservations, try to convince customers and qualify queries into leads

- Manage issues and escalate complaints to the right desk for fast complaint resolution.

- Respond promptly to customer inquiries. Improve response time to ensure exceptional customer experiences.

- Take or Initiate corrective actions as and when necessary. Think and adopt new ideas into operations.

- Remain calm if and when the customer is irate. As necessary, escalate and/ or take help.

- Be a problem solver and work on customer retention. Ensure customer satisfaction.

- Maintain a positive, empathetic and professional attitude towards every customer at all times.

Billing and invoicing:

- Provide invoice to customers for their purchase orders

- Handle queries around the exchange of goods, sort out payment and billing related queries.

- Take orders, process orders, forms, applications, and requests and process returns.

Work Management:

- Know Nirogam's products inside and out.

- Keep records of customer interactions, transactions, comments and complaints.

- Manage and balance workloads, set priorities and ensure that all benchmarks are met

- Work cross-functionally with internal departments.

- Adopt a systematic and automated way of working.

- Collect and compile recurring issues, document cases for management to prioritize as needed.

- Strive to increase opportunities for sales/growth through effective customer service.

- Provide feedback on the improvements that can be made to the customer service process.

Relationships:

- Build highly efficient and effective working relationships with team members

- Make work engagement a priority

Quality:

- Make sure all open communications are answered and closed in real-time.

- Eliminate the re-incidence of operational issues by creating, documenting and communicating resolutions

- Provide feedback on the improvements that can be made to the customer service process.

- Never give incorrect information and or make false recommendations.

Required Skills and Qualification:

Technical Competencies:

- Graduate degree or diplomat.

- 2-3 years of customer service experience.

- Proficient with internet applications and Microsoft Office (Word, Excel, PowerPoint etc.).

Behavioural Competencies:

- Excellent written and verbal communication skill.

- Good interpersonal and presentation skills.

- Customer orientation and ability to adapt/respond to different types of customers.

- Ability to multi-task, prioritize and manage time effectively.

- Good listening and problem-solving skills.

- Ability to take and handle stress and pressure.

- Willingness to learn and grow in this industry.

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