Customer Service Representative (CSR)
Job Description:
The objective is to guide the Customer Service Specialist through the Inbound Traffic Handling Process to effectively navigate inbound customer interactions within the Customer Service Centre. Assist clients effectively and create cases in eManager as per the said process.
Key Responsibilities :
• Provides customer support to individuals who contact the Customer Service Centre via live calls, emails, and voicemails in accordance with the policies outlined in the CSC Guidelines
• Assist clients on the issues they have encountered through triaging to determine if a how-to solution can be provided
• Creates a case or seeks assistance from other teams and ensures the case is created for any potential patient safety issues
• Need to raise Complaints & Feedback whenever applicable through eManager portal
• Creating Actions immediately after call when needed (e.g Cancelled Clients calling for assistance)
• Every cases logged need to have a proper and valid documentation which allows Technical Account Manager to work on these cases smoothly.
• For each call taken, individual have to document a detailed call logs into Client HUB.
• Clients calling for cases already created, assistance need to be provided by checking case details and later have to document the same, either on case or in call logs depending on nature of client query.
• Be updated about the new features and enhancements within the product
• Be updated with product, process and technical knowledge
Key Skills :
Company Profile
Th--- company is a privat---ly h---ld l---ad---r in h---althcar--- IT, providing compr---h---nsiv--- ---l---ctronic H---alth R---cord (---HR) and Practic--- Manag---m---nt (PM) solutions us---d by mor--- than 850,000?m---dical prof---ssionals?in mor--- than 20 countri---s.?
Th--- company is s---cond larg---st in th--- country for ----pr---scribing. Bas---d in W---st borough, Mass., Th--- company ---mploys mor--- than 4300+ p---opl--- across its W---st borough, Mass., Austin, N---w York City, Chicago, California ,G---orgia, London, Mumbai, Ahmadabad and Bangalor--- offic---s.
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