Key Responsibilities

- Handle and resolve customer escalations received through calls, emails, chats, and social media

platforms.

- Manage L2 support queries and ensure timely resolution while maintaining high customer

satisfaction.

- Work closely with internal teams to investigate and resolve complex customer issues.

- Monitor customer interactions and identify process improvement opportunities.

- Maintain accurate records in CRM tools.

- Ensure adherence to SLAs and quality standards.

- Provide feedback to improve customer experience processes.

Qualifications

- 24 years of experience in customer support, user experience, or escalation management roles.

- Mandatory experience in handling social media escalations across platforms such as Facebook,

Instagram, X (Twitter), etc.

- Strong communication and interpersonal skills.

- Experience in CRM and ticketing tools is preferred.

- Ability to manage difficult customer situations professionally and empathetically.

- Strong analytical and problem-solving skills.

Why Join PlatinumRx?

- Growth opportunities in a rapidly growing healthcare startup.

- Collaborative and dynamic work workplace.

- Competitive compensation and performance-based incentives.

📌 Customer Support Lead (Bengaluru)
🏢 Nordinn Consulting
📍 Bengaluru