Customer Care Executive

About the Role

A reputable organization in the pharmacy retail and healthcare sector in Kolkata is seeking a dedicated Customer Care Executive. This position involves managing both incoming and outgoing calls to support customers with inquiries related to medicine orders, payments, deliveries, and other healthcare-related services. The role emphasizes providing professional and courteous assistance to enhance the customer experience.

Responsibilities

• Handle inbound and outbound calls with professionalism and courtesy.
• Provide assistance with medicine order placement, tracking order status, addressing billing queries, payment processing, returns, and cancellations.
• Deliver accurate details about pharmacy products and services following company protocols.
• Liaise with pharmacy branches, delivery personnel, and internal teams to resolve customer concerns effectively.
• Register customer complaints and ensure resolution within the stipulated turnaround time.
• Conduct follow-ups with customers on pending orders, deliveries, and service requests.
• Maintain up-to-date and precise customer data and call logs within the CRM platform.
• Escalate critical or unresolved customer issues to supervisors or management.
• Adhere to proper call etiquette to guarantee a positive interaction experience.
• Meet targets related to call volumes, customer satisfaction ratings, and service quality benchmarks.
• Comply with organizational standard operating procedures, data privacy protocols, and healthcare/pharmacy regulations.
• Engage in training sessions focused on products, processes, and customer service skills improvement.

Requirements

• Minimum education: Graduate or 12th-grade pass with relevant professional experience.
• Professional experience ranging from 1 to 4 years in call center, customer service, BPO, healthcare, pharmacy, or e-commerce environments.
• Proficient verbal and written communication skills in Hindi and English; knowledge of Bengali is a valued asset for this Kolkata-based role.
• Strong listening abilities and competency in handling customer concerns effectively.
• Basic computer literacy including experience with CRM systems, MS Excel, and email communication.
• Problem-solving aptitude paired with diligent follow-up skills.
• Availability and readiness to work rotational shifts when necessary.
• Preferably possesses prior experience in a pharmacy or healthcare call center setting.

Performance Metrics

• Number of calls handled.
• Customer Satisfaction Score (CSAT).
• Rate of First Call Resolution (FCR).
• Call quality assessment scores.
• Average Handling Time (AHT) per call.
• Compliance with complaint resolution turnaround times.
• Attendance records and productivity levels.
• Order conversion rates and customer retention indexes.

Candidate Profile and Additional Information

The ideal candidate is customer-centric, courteous, patient, goal-oriented, and skilled at resolving pharmacy and healthcare customer inquiries. Immediate joining availability is preferred.