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).
Valuable verbal and written communication skills.
Prior experience in customer service/call center operations preferred.
Robust interperson

📌 Customer Service Executive Kochi
🏢 Stemz Global DMCC
📍 Kochi