Customer Sucess

Company Description

Connect and Heal - CNH Care is a healthcare organization based in Bengaluru that provides holistic outcome-focused, patient-centric care. The company serves as the first point of contact for the healthcare needs of employees and their families through virtual and in-person care. With a subscriber base of over 6 million lives, Connect and Heal aims to provide a care continuum by offering integrated healthcare services, including acute and primary care, emergency response, chronic care management, preventive health checks, diagnostics, and hospital assistance.

Role Description

This is a full-time on-site role for a Customer Care Executive at Connect and Heal - CNH Care. The Customer Care Executive will be responsible for providing customer support, ensuring customer satisfaction, delivering exceptional customer service, and effective communication. They will also be responsible for sales-related tasks to promote the company's services.

Responsibilities:

• Handling customer queries via any support channel
• Approach all queries with customer centric attitude
• Offering exceptional customer service and satisfaction
• Help build and improve processes
• Adhere to set standards of TAT and SLA
• Demonstrates customer empathy during all interactions with customers.

Candidate requirements:

• 1 to 5 years’ experience in a customer support role
• Can handle verbal and non-verbal process (chat, email, phone)
• Excellent interpersonal skills
• Excellent written and oral communication skills in English and Hindi
• A quick learner
• Ability to make high quality decisions & Multi task.

Language Proficiency: English (Fully proficient), Hindi (working proficiency), Marathi & Telegu( limited working proficiency), Tamil & Kannada ( Elementary proficiency) 

CTC offered: 3.5 - 3.75 LPA

Location: Bangalore, HSR Layout

Job Description:

The Technical support analyst is responsible for troubleshooting & fixing the application & technical issues for our Clients with an exp. of around 0 - 2 yrs experience. 

Technical Support analyst must be able to assure complete Client satisfaction through all stages of the operations process. Must be able to establish and maintain strong relationships throughout the business process.

Key Responsibilities:

• Proactively connected with Clients.

• Resolving Technical issues in a timely manner.

• Training and educating Clients on our Products & Solutions.

• Assisting Software Engineers on issues.

• Providing feedback on product development in a timely manner. 

• Auditing error Plans to reduce rework with the aim of providing Scalable Products.

Skills and Specifications:

• Excellent Communication & Analytical Skills.

• Willing to work on US shift (Voice Process)

• Interpersonal Skills with a great attitude.

• Good Knowledge if Enterprise Applications, Systems & Technologies.

• Self-motivated; demonstrating the ability to achieve the Client satisfaction with minimal supervision

• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding Client base.

• Organized, flexible and multitasking. 

• • Persistent with a team attitude.

About hoichoi:

hoichoi is an on-demand video streaming entertainment platform for Bengalis worldwide. With an array of exciting Content choices including Bengali Classics, Blockbusters, Documentaries, Short Films and Exclusive original web series we aim to be home to the best in Bengali entertainment.

Hoichoi is the digital vertical of SVF Entertainment - a leading Media and Entertainment company in East India, with 5 National Awards to its credit and capabilities in Film and TV Production, Cinemas, Distribution, Digital Cinema, Music and New Media.

As we take on the next level of growth, we are on the lookout for passionate and talented people to join our team, committed to redefining online entertainment for Bengalis globally.

Overview:

Being a “customer first” company, the Customer Support division is critical to Hoichoi. This team comprises of enthusiastic, passionate, fun-loving and highly communicative individuals who continuously work towards ensuring a great experience for Hoichoi users at all times.

This is a high commitment role and you will fit right in if you believe in delivering the best service experience and are passionate about Bengali entertainment.

Job Role:

·        Answer user communication/queries via emails, live chats and calls

·        Ensure minimum turnaround time for resolving user queries & complaints

·        Deliver best in class service in the friendliest and timely manner

·        Suggest process & product improvements based on user feedback

·        Assist the team in reporting & analysis

Qualifications:

·        2+ years’ experience in customer service specializing in Inbound/Outbound support, ideally from an internet start-up/e-commerce background

·        Excellent proficiency in Bengali, English & Hindi

·        Critical thinking and problem-solving skills

·        An understanding of the 'Customer First' principle and committed to consistently delivering high-quality customer support.

Responsibilities

• Manage incoming calls, chat and emails from customers in a prompt and swift manner

• Identify & assess customer’s needs, clarify information and provide solutions and alternatives wherever applicable

• Manage and resolve customer complaints, escalate to concerned authority when necessary

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate & complete information to improve customer satisfaction leading to noticeable results

• Maintain records of every interaction and forward to concerned team member whenever necessary

Who can apply:

• Graduate from any stream
• 2+ years experience in a customer support role

• Strong Track record of performance 

• Strong listening , written and verbal communication skills

• Customer focus and adaptability to different personality types

• Ability to multitask, set priorities and manage time effectively

• Must be fluent in English, proficiency in other languages is an advantage.

• Familiarity with working Freshdesk/Zendesk/Zoho Desk is desirable 

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams