Executive || TATA 1mg

Candidate should know Admin work

Candidate should know house keeping, petty cash, Electro mechanical.

Hands on excel and data maintenance.

Goal 1: Quick and Accurate Resolution of Customer Queries

Weightage: 30%

Scorecard Pillar: Process

Description:

Promptly respond to customer inquiries.

Communicate effectively through various channels (email, phone, etc.).

Follow internal communication procedures, guidelines, and policies.

Maintain accurate records of customer interactions, transactions, comments, and complaints.

Measure of Success:

Resolve 90% of general queries within 3 hours, and report challenges within 6-8 hours.

Acknowledge all inquiries within the first hour.

Ensure 100% compliance with communication procedures, guidelines, and policies.

Goal 2: Customer Satisfaction Enhancement

Weightage: 40%

Scorecard Pillar: Customer (Internal/External)

Description:

Maintain a positive, empathetic, and professional attitude at all times.

Ensure quick and accurate sharing of information.

Achieve a customer satisfaction score of 80% or higher in feedback surveys.

Increase the number of positive customer feedback responses.

Measure of Success:

Achieve a 95% response rate within the first hour of receiving an inquiry.

Ensure 95% consistency and timeliness in communication across all channels.

Attain a customer satisfaction score of 80% or higher in surveys.

Goal 3: Coordination with the Lab & Timely Delivery of Requested Information

Weightage: 20%

Scorecard Pillar: Process

Description:

Coordinate 100% of resampling requests within 1-2 hours.

Provide clinical history to the lab within 1 hour for 95% of requests.

Ensure all requested documents are shared with the lab within 1-2 hours for 95% of cases.

Notify patients of any delays within 1 hour for 95% of cases.

Communicate critical values to relevant stakeholders within 30 minutes.

Measure of Success:

Percentage of resampling requests coordinated within 1-2 hours.

Percentage of clinical history provided within 1 hour.

Percentage of documents shared with the lab within 1-2 hours.

Percentage of delay notifications sent within 1 hour.

Percentage of critical values communicated within 30 minutes.

Goal 4: Troubleshooting and Record-Keeping

Weightage: 10%

Scorecard Pillar: Process

Description:

Identify and report 100% of service gaps immediately upon detection.

Ensure follow-up on all gaps until resolution.

Maintain accurate and complete records of all customer interactions, transactions, and complaints.

Measure of Success:

100% identification and reporting of service gaps.

100% accuracy and completeness in record-keeping of customer interactions.