About PlatinumRx

PlatinumRx is a fast-growing healthcare technology company focused on making medicines more affordable and accessible to customers. We are looking for a customer-focused and proactive Associate User Experience L2 to handle escalated customer concerns and ensure timely, effective resolution across multiple support channels.

Key Responsibilities

- Handle and resolve L2 customer escalations received through calls, emails, chats, and social media platforms.
- Take ownership of complex customer issues and ensure timely resolution and closure.
- Interact with customers professionally and empathetically while maintaining a high level of customer satisfaction.
- Coordinate with internal teams such as Operations, Logistics, Pharmacy, and other relevant teams to investigate and resolve customer concerns.
- Ensure all customer interactions and resolutions are accurately updated in CRM and ticketing systems.
- Monitor and adhere to defined SLAs, quality parameters, and customer service standards.
- Identify recurring customer issues and highlight process gaps and improvement opportunities.
- Provide actionable feedback to internal teams to improve customer experience and support processes.




- Maintain proper documentation and follow established escalation and resolution procedures.

Requirements

- 1–4 years of experience in Customer Support, Customer Experience, User Experience, Escalation Management, or a related role.
- Prior experience handling L2/escalated customer queries is preferred.
- Experience in chat and email support processes is required.
- Strong verbal and written communication skills.
- Good customer-handling and problem-solving abilities.
- Comfortable handling difficult or irate customers with patience and empathy.
- Experience working with CRM, ticketing, or customer support tools is preferred.
- Ability to work in a fast-paced and target-driven environment.
- Strong ownership, attention to detail, and willingness to take responsibility for customer issues.

Preferred Skills

Why Join PlatinumRx?

- Prospect to work with a fast-growing healthcare technology startup.
- Exposure to customer experience and escalation management in a rapidly scaling organisation.
- Growth and learning opportunities.
- Collaborative and dynamic work environment.
- Opportunity to contribute directly to improving the customer journey.

📌 Senior Associate- Customer Support (Bengaluru)
🏢 PlatinumRx
📍 Bengaluru