Customer Care Executive

About the Role

We are seeking a Customer Care Executive to manage communications with patients, clients, caregivers, and their families regarding our home healthcare services. This role involves handling both incoming and outgoing calls, addressing queries, coordinating with internal teams, and ensuring customer satisfaction throughout their service journey.

Key Responsibilities

• Manage inbound and outbound phone interactions with patients and clients.
• Respond accurately to questions about home healthcare, caregiving, nursing services, and service availability.
• Identify and understand customer needs to deliver appropriate information and solutions.
• Collaborate with Operations and Care Teams for new service requests and ongoing patient care requirements.
• Follow up with leads, inquiries, and existing customers to maintain service satisfaction.
• Maintain comprehensive records for calls, inquiries, customer feedback, and follow-ups.
• Elevate complaints or urgent patient issues to relevant departments or management promptly.
• Manage caregiver and nursing staff requests and provide timely updates to clients.
• Conduct follow-up communications to gather feedback, confirm service continuations, and address pending needs.
• Maintain courteous, professional, and empathetic interactions with every customer.
• Meet daily and monthly targets for calls, follow-ups, and inquiry handling.
• Prepare and submit detailed daily reports on calls and follow-ups to the reporting manager.

Required Skills and Competencies

• Effective communication skills in Hindi, Gujarati, and English.
• Strong customer handling and follow-up abilities.
• Basic proficiency with computers.
• Patience and problem-solving capabilities.

Additional Information

This position involves consistent interaction with patients and caregivers, requiring empathy and professionalism at all times. The role is pivotal in sustaining positive client relationships and ensuring smooth coordination between customers and service teams.