Sr/ Customer Support Associate (Rotating Shifts)

Responsible for handling general enquiries and appointment related requests for the hospital across all touch-points such as Calls/E-faxes/Referrals/Emails/SMS Chat/Live Chat. Understand the requirements of the caller and provide complete and accurate information, go beyond the call of duty in assisting all enquiries and requests at all times. Responsible to provide quality customer service and prompt follow-up to callers/patients over the various mode of communications in alignment with hospital vision and mission. Work as a team to deliver contact centre goals which includes personal productivity as well as department metrics like Service Level and Abandon Rates etc. Manage difficult customers and follow up with proper escalation procedures. Maintain high level adherence and compliance towards policies, processes and procedures to deliver key performance. Be familiar with the service workflows and requirements as well as service recovery protocol. Update and submit...