Role & responsibilities
Case Management: Log, classify, evaluate, prioritize and assignment of voluminous customer enquiries and issues reported through calls, emails, chats and customer portal; Manage the case life cycle from triage to resolution within the agreed SLA, at highest accuracy levels.
Issue and Request Management: Effective primary and secondary investigation of cases reported to achieve firsthand resolution; Fulfilment of client request within the scope of client operations; Manage internal communication with the resolver teams, provide active user notifications wherever required
Customer Relationships: Respond promptly to all queries from customers, thus positively impacting customer experience; ensure a friendly, open, qualified etiquette is maintained always; practice a solid customer-centric approach
Performance:



Meet defined service level agreement for response and resolution of requests and issues; Ensure expert product support service is offered that would allow positive customer satisfaction survey comments and ratings; Meet defined first-hand resolutions by excelling in the product knowledge
Knowledge Management: Continuously up-skill on the product knowledge and related market topics; contribute to the knowledge management articles to the Service portal.

Preferred candidate profile
Minimum 2 Years of experience as part of Service Desk/ Application/Product Support team that involves co-ordination and interaction with business users via different mode of communication using a service desk tool/system.
Valuable understanding of MS office tools
General knowledge of the healthcare domain and specifically on healthcare related product experience is an added advantage.

📌 Client Support Executive International Voice Process Night Shift Chennai
🏢 Saisystems Health
📍 Chennai