Practo is a healthcare app that allows consumers to find doctors, book appointments and conduct online consultations.
Customer Support Executive
Job Description / Skills Required
- To actively engage with the customers on both incoming and outgoing calls and assist them in appointment bookings on platform.
- Work towards providing an excellent customer experience by going that extra mile on every interaction.
- Maintain overall customer satisfaction levels to ensure the continuous relationship with Practo.
- Ensure complete documentation of all activities undertaken with respect to the call log.
- Adhere to the Process defined on both Operations and Quality legend.
- Ability to timely Escalation (Approach to handle issue to understand when to escalate & what will be handled by themselves), attention to detail, ability to research and able to arrive at solution and also challenges the process and come up with different alternatives.
- Should be fine with rotational weekoff (1/week) and rotational shift (9 hour shift between 8 AM-10 PM)
- Must have experience in outbound calling and email writing.
- Handling tickets of new leads for training and activation of online consult.
- Calling the doctors to give brief of online consult and share email with course link.
- Follow up calls with doctor for course completion.
- Activation of online consult on profile.
- Close leads within TAT.