Senior Customer Care Executive - Healthcare Industry

Responsibilities

• Customer Issue Resolution : Handle complex and high-priority customer inquiries and complaints across various channels with professionalism and empathy.
• Escalation Management : Take ownership of escalated cases from junior customer care team members ensuring timely and satisfactory resolutions.
• Product & Policy Expertise : Serve as a subject matter expert on company products, services, and customer service policies to support the team and improve response accuracy.
• Cross-Functional Collaboration : Work closely with other departments (Sales & Marketing / Finance / branches / legal) to resolve customer issues and ensure seamless communication.
• Performance monitoring : Track / monitor / analyze the punctuality and response rate of junior team members to ensure customer's enquiries are well attended.
• Team coaching & Support : Mentor and support junior customer care executives through coaching, feedback, and knowledge sharing.
• Training & Documentation : Assist in creating and updating training materials, process guides, and FAQs to improve team efficiency and consistency.
• Trend Identification : Identify recurring customer issues or feedback trends and relay insights to management for service / product's improvements.

Qualifications

How to Apply

Interested applicants, kindly send your resume in MS WORD format to or please click on “Apply Now” and provide the below details in your resume.

We regret only shortlisted candidates will be notified.

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