Tatvartha Health Hiring for Customer Support Head at Mumbai Full Time

We at TRAYA are looking out for a Customer Experience Head highly motivated to build and manage a robust customer support team. You will be primarily responsible for overseeing day-to-day customer service operations, building stronger bridges with tech and operations teams to improve customer support over time and providing constant feedbacks on process improvements.

Job Description:

Build and manage a robust customer support team capable of delivering business and excellent service to customers.

Ensuring high level of customer satisfaction and retention.

Collaborate with key business partners (Tech, Operations) to prioritize issue resolution to ensure service goals are met

Follow up on customer queries and handle escalation resolution after internal feedback & discussion

Coordinating with Internal team members to ensure resolution of Complaint raised.

Actively participate in strategy, planning and organizing work to optimize success criteria.

Regularly analysing processes and suggesting improvement as per need.

Defining and tracking NPS and other operational KPIS that measure and define success for the entire customer support team.

Escalating product related issues to the tech team and getting in Fixed within TAT

Daily monitoring Chat Metric in Lime chat customer support system.

Driving Doctor’s Engagement and feedback.

Skill Set Required

5+ years of experience into customer support.

Thorough knowledge in field of Customer Support

Comfortable working in Excel

Proactive Approach with A proven track record of aligning staff and processes

Excellent communication skills

Good to have

Previous experience working in the Contact Centre industry would be a Plus

Job Type: Full-time

Salary: ₹45,000.00 – ₹50,000.00 per month

Schedule:

• Day shift
• Morning shift

Ability to commute/relocate:

• Mumbai – 400063, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor’s (Preferred)

Experience:

• Customer service: 6 years (Required)

Language:

• English (Required)