Role & responsibilities

Customer Service (Omnichannel)
- Handle inbound customer calls, addressing queries, complaints, and service requests professionally and efficiently.
- Make outbound calls for follow-ups, feedback collection, and customer assistance.
- Manage customer interactions over chat, ensuring prompt and accurate resolution.
- Manage customer emails and ensure timely, accurate responses.
- Respond to and manage customer interactions across other assigned service channels as required.
- Coordinate with internal teams for issue resolution, ensuring end-to-end customer support and closure across all touchpoints.
- Follow standard operating procedures, guidelines, and call/interaction tagging & documentation protocols as defined by the corporate customer service team.

Sales & Conversions
- Meet defined sales targets by upselling and cross-selling health check-up packages during customer interactions.
- Convert customer inquiries into confirmed bookings.
- Follow up with prospective and existing customers as per the defined sales/service process.




- Identify and act on upselling/cross-selling opportunities wherever applicable, while maintaining a positive customer experience.

Data & Reporting
- Maintain accurate lead and customer records; update CRM/system regularly.
- Ensure all calls are appropriately tagged and documented as per process requirements.
- Report performance metrics and escalations to the reporting manager as required.

Key Performance Indicators
- Call handling quality and adherence to guidelines/tagging protocols
- Customer query/complaint resolution turnaround time
- CRM/lead record accuracy and update timeliness
- Upselling/cross-selling conversion rate
- Booking conversion rate
- Customer satisfaction scores

Preferred candidate profile
- Fluent communication in English and Malayalam (mandatory).
- Good verbal and written communication skills.
- Prior experience in customer service/call center operations preferred.
- Robust interperson

📌 Customer Service Executive (Kochi)
🏢 Stemz Global DMCC
📍 Kochi