01Overview
Department: Corporate Customer Service
Reports To: Corporate Customer Service Team Lead / Manager
Location: Kochi , India
Employment Type: Full time
Job Summary
The Customer Service Executive will manage customer interactions across calls (inbound and outbound), emails, chat, and other service channels, resolve queries and complaints, and drive revenue through upselling and cross-selling of check-up packages. The ideal candidate will be a solid communicator who can balance excellent service delivery with sales targets, while adhering to defined guidelines, call tagging processes, and quality standards set by the Corporate Customer Service team.
Key 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 prospects 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 .
