Senior Patient coordinator 

At Proactive for Her, we count on the customer service department to interact professionally with our valued customers when they have questions or concerns. We’re looking for a highly skilled customer service representative to join our team and handle inbound and outbound phone calls and email  requests using a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality. 

Position Overview:

We are seeking a dedicated and empathetic Customer Care Representative to join our team. The ideal candidate will be passionate about healthcare and technology, with excellent communication skills and a strong commitment to providing outstanding customer service. As a Customer Care Representative, you will be the first point of contact for our customers, addressing their inquiries, resolving issues, and ensuring a positive experience with our products and services.

Objectives of this role:

• Handle incoming customer inquiries via phone, email, and other communication channels.
• Auditing calls and providing feedback to the team
• Responding to reviews and managing Google Business chats
• Maintaining and managing team roster, ensuring adequate staffing for the day
• Collating monthly and daily  data and tracking metrics such as SLA and FCR
• Collaborating with the reporting manager to enhance processes
• Sending End of Day (EOD) reports to the manager
• Provide information, guidance, and support to clients regarding our services, products, and programs.
• Address and resolve customer concerns, complaints, and escalations in a timely and professional manner.
• Maintain accurate records of customer interactions and transactions using CRM systems.
• Collaborate with internal teams to ensure prompt resolution of customer issues and inquiries.
• Identify opportunities to improve customer service processes and contribute to enhancing overall customer satisfaction
• Responsible for maintenance of SLA , CSAT, TAT
• Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure effective communication and resolution of customer issues.
• Stay up-to-date on industry trends, product updates, and best practices to better assist customers and contribute to the continuous improvement of our products and services.
• Adhere to company policies, procedures, and service standards to ensure a consistent and high-quality customer experience.

Required skills

• Strong leadership skills, communication skills, including active listening and clear articulation
• Ability to solve problems, alleviate conflicts, and escalate tactfully
• Ability to multitask, manage time, and prioritise
• Detail-oriented with excellent organisational abilities.
• Flexibility to adapt to evolving technology and customer service strategies.
• Strong interpersonal and communication skills, with the ability to effectively communicate technical information to non-technical users.
• Empathetic and patient demeanour with a genuine desire to help others.
• Excellent problem-solving and decision-making skills, with the ability to quickly assess situations and implement effective solutions.
• Ability to work independently and collaboratively in a fast-paced environment.
• Proficiency in using CRM software and other customer service tools.
• Knowledge of healthcare regulations and compliance standards is a plus.