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.
- Solid analytical and problem-solving skills.

Why Join PlatinumRx?

- Growth opportunities in a rapidly growing healthcare startup.
- Collaborative and dynamic work environment.
- Competitive compensation and performance-based incentives.

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