Customer Support Associate Immediate opening - Bangalore Location

Job description:

Role &Typical duties & responsibilities:

• Handling the calls with good communication skills professionally. Can speak fluently in English, Bengali, Kannada, Hindi, Gujarati, Marathi languages.
• Languages required: (English+ Bengali or Kannada or Hindi or Marathi or Gujarati)
• Patient centric and Excellent interpersonal and communication skills
• Knowledge of medical terminology is a plus • Ability to apply knowledge of CC procedures and carry out tasks accordingly.
• Be a self-starter with attention to detail.
• Help patients on booking appointments or an enquiry on inbound calls/Outbound calls/E-mail
• Log in hours (Total hours 9:00:00 hrs. & Production hours 8:00:00 hrs.) to be completed adhering to the break schedules & being punctual.
• Shift Hours: 24/7 window for Male employees and a rotational day shift for Females (any 9 hours login between 6am to 8pm)
• 100% documentation
• Should take initiatives & be flexible for the changes.
• Mode of work: Work from Office, Tech Mahindra LTD., Electronic City Phase II, Electronics City, Bangalore, Karnataka 560100.
• Employment Type: Permanent.
• Process: Multilingual support for a Healthcare project
• Educational mandate: any HSC / Graduate / Postgraduate can apply.
• Shifts Allocated: Rotational day shift, any 9 hours working between 10AM till 10PM.
• Working days: 6 with 1 day rotational off.
• Education qualification: Degree/10 + 3 years Diploma pass / +2 would be the minimum qualification.

Preferred candidate profile

Required skills and qualifications:

• Strong written and verbal communication skills with neutral Indian Accent.
• Ability to communicate calmly and diplomatically with patients & co-workers.
• Keen attention to detail, especially involving checking patient details and update the proper information in relevant tool.
• Proficient in customer service
• Active listening and comprehension skills
• Strong customer service skills.
• Ability to build positive relationships with patients.

Education qualification: Degree/10 + 3 years Diploma pass / +2 would be the minimum qualification and BDS

Qualification: BDS

Responsibilities:

1. Inbound calls related to Liver Transplant related LTP), Bone Marrow Transport (BMT) and Expert Oncology related calls to be handled

2. Leads which is given by L1 team (Inbound & Outbound) related to the campaign need to be handled by the doctors

3. Need to maintain a tracker in detail of all call handled by respective associate/doctor

4. Follow ups as per protocol need to be done on timely basis

5. Need to ensure required information is given to the patients so that they will reach hospital to consult doctor

6. Appointment has to be booked as per patient’s requirement

7. Feedback has to be collected with patients who reaches hospital

8. Expert Oncology data will be given from clients which need to be out called and checked with caller if they have completed their registration process or if they are facing any issues

9. In Inbound Expert Oncology related calls, need to guide callers as to how they can register and take opinion from very experienced doctors by attaching patient reports

10. Apart from above calls, doctors will also be asked to take high value surgery related calls(Cardiac related, Urology related etc..) if L1 associates are unable to understand and handle those calls.

11. Online Diabetic queries/chat to be handled

12. Any new high value campaigns or sensitive cases to be handled

13. Dr.Devi prasad Shetty calls to be handled

14. Login hours, Quality, AHT, Documentation & Other KPI requirements to be maintained as per set targets

15. Excellent in handling patients

Interested Candidates can share the resume through mail gs00908095@techmahindra.com or Call @ 7207285427 Sri Lakshmi.