Health Coach Executive || Customer Service Escalations || Noida

Designation: Health Coach

Role: Customer Experience - Voice

Department: Customer Experience

Location: Noida

About Tata 1mg

Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities- And we're just getting started. Leading the chart as one of the top consumer health platforms through ePharmacy, eDiagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M ePharmacy orders, 2M eDiagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently. Know more about us: https://www.1mg.com/aboutUs

Brief about the Team

Customer Service is part of the customer support team of TATA 1mg. The team is to help the customer support team to give a remarkable experience to the customers. Enhancing the quality of customer support by providing timely and personalized responses to customer inquiries and feedback. Taking end-to-end follow-ups on customers' issues and providing the resolution.

What will you do

· Resolve customer complaints that are received directly from Customers on grievance ID or any of the management email IDs with Quality of resolution

· Respond to customer inquiries and complaints in a professional and courteous manner

· Meeting with Internal stakeholders to get the concerns resolved and to revert back to customers with defined TAT Speak to customers to resolve the issues they have highlighted and educate them on company and industry guidelines to reduce future complaints on and manage overall resolution TAT and ensure 100%

· Collaborate with other team members to achieve customer service goals and targets

· Continuously improve customer service by identifying and recommending process improvements

· Handle incoming customer calls, provide information, answer questions, and address concerns

· Escalate complex or unresolved issues to the appropriate departments for further action

· Follow up with customers to ensure their issues are resolved to their satisfaction

· Adhere to all company policies and procedures, including quality and compliance standards

What we are looking for

· Minimum 1 Year experience working in Customer Service with any graduate degree

· Dispute and Grievance Management

· Customer service experience, preferably in a call centre or similar environment

Why Join Us?

Tata 1mg provides one of the most exciting and high-growth environments to work in. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of the customer support team will provide a great opportunity to scale up a business to great heights by leveraging the existing capabilities of Tata 1mg