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Call Centre Operations and Grievance Handling

• Attend customer enquiries through inbound calls
• Record the call details in the system along with summary of query
• Assists customers for call back requests received through emails, booking appointments
• Registers customers and educate them about the special programs/ initiatives
• Answers queries on redemptions, point upgrades, offers, etc.
• Ensures customers details are updated in the relevant databases as and when requested
• Act as a first point of contact for complaint management
• Follow up on customer complaints/feedbacks
• Reviewing recorded calls of peers and self for quality control
• Strives to meet or exceed call center metrics while providing excellent consistent customer service

Database Management

• Collects and compile the survey responses
• Updating the call centre internal databases with added details of specialties and clinicians, services, insurances, timings, etc.
• Maintains customer data in the system

Surveys and Campaigns

• Registering customers on calls during or before any campaigns conducted by CR, operations, etc.
• Conducts customer satisfaction surveys through outbound calls for customers
• Use statistical methods to validate the data accuracy and analyse the data sets to derive relevant information
• Maintains a record of all the surveys
• Gathers information on availability of services with external service providers to assist the customers

Reporting

• Reports the daily statistics of the centre and self-productivity as per the set indicators
• Reports all marketing campaign responses and registration requests
• Presents data as information for identifying trends leading to corrective actions

Liaison with Operation Team

• Coordinates with operation team to discuss about report findings
• Prepares and shares lists of customer queries to the concerned management

Job interactions

• Works closely with clinics, hospitals, CR and marketing department etc. to seek information about the entities, follow up on service reports etc.
• Works closely with customers and external partners for service request follow ups and for confidential information

Minimum Experience

• 0 to 2 years

About Us:

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, we are one of the few entities in the world with a strong presence across primary, secondary, tertiary and quaternary healthcare through our hospitals, clinics and pharmacies. We have over 20,000 plus dedicated employees across the geographies that we are present in, delivering a simple yet strong promise to our different stakeholders: \xe2\x80\x9cWe\'ll treat you well.\xe2\x80\x9d We reach out to all economic segments in the GCC countries through our differentiated healthcare services across the \xe2\x80\x9cAster\xe2\x80\x9d, \xe2\x80\x9cMedcare\xe2\x80\x9d and \xe2\x80\x9cAccess\xe2\x80\x9d brands.

For more details please visit our website

About the Team:

Aster Hospitals, one of the largest private healthcare service providers in GCC, aim to make a difference with our patient-centric approach to medical care and an inherent emphasis on clinical excellence. Currently, Aster Hospitals are located in 4 countries in the GCC specializing in primary, secondary and tertiary healthcare.

These include Aster Hospitals (Mankhool and Al Qusais) in UAE, Aster Al Raffah Hospitals (Muscat, Sohar and Ibri) in Oman, Aster Hospital (Doha) in Qatar and Aster Sanad Hospital (Riyadh) in Kingdom of Saudi Arabia delivering on a simple yet strong promise to its people: \xe2\x80\x9cWe\'ll treat you well.\xe2\x80\x9d Overall, Aster DM Healthcare Group has a strong presence in GCC and is an emerging healthcare provider in India with 25 hospitals, 116 clinics and 238 pharmacies manned by 20,500+ workforce (including approx. 1250 doctors on fee for service basis) from across the geographies.

Aster DM Healthcare