Responsibilities:
- Inbound Client Support: Handle incoming client calls, emails, and inquiries related to product orders, billing, delivery status, or any other service-related matters, ensuring prompt and accurate responses.
- Outbound Client Outreach: Proactively reach out to existing clients for follow-ups, order confirmations, reminders for product renewals, and gathering feedback on services.
- Client Relationship Management: Build and maintain strong, long-lasting client relationships by providing exceptional service, understanding client needs, and resolving any issues or concerns.
- Order Coordination: Assist clients in placing new orders, tracking order status, and ensuring timely deliveries. Provide guidance on product usage, setup, and troubleshooting when necessary.
- Issue Resolution: Investigate and resolve customer complaints or concerns promptly, escalating issues to management or the appropriate department when needed.
- Data Entry & CRM Management: Accurately log all client interactions, inquiries, and updates in the company’s CRM system. Ensure all client information is up to date and correctly documented.
- Collaboration: Work with internal teams such as Sales, DME Order Intake, and Logistics to ensure the timely fulfillment of orders and excellent client service.
- Quality Assurance: Maintain high standards of customer service and quality control by following company guidelines, policies, and procedures.
- Client Retention: Identify opportunities for improving client satisfaction and loyalty, recommending relevant products and services to meet client needs.
- Reporting: Track and report key performance indicators (KPIs) related to client interactions, including response times, resolution times, and client satisfaction levels.
Qualifications:
- High School Diploma or equivalent required; Associate’s or Bachelor’s degree in business, healthcare, or related field preferred.
- 2+ years of experience in client relations, customer service, or a similar role, preferably in the healthcare or DME industry.
- Strong communication skills, both verbal and written, with the ability to interact professionally and empathetically with clients and team members.
- Experience in managing inbound and outbound calls/emails effectively and efficiently.
- Proficient in using CRM systems, email management tools, and Microsoft Office Suite (Word, Excel, Outlook).
- Excellent problem-solving skills and a proactive attitude toward resolving client issues.
- Knowledge of healthcare regulations, DME products, and insurance verification is a plus.
- Ability to work independently in a remote, offshore environment and manage multiple tasks simultaneously.
- A customer-centric mindset with a focus on delivering exceptional service.
- Strong organizational and time management skills.