MrMed.in
Location
Chennai | India
Job description
MrMed is India's largest online pharmacy, specializing in providing super-speciality medicines for critical conditions like cancer, kidney diseases, heart disorders, HIV/AIDS, transplants, hepatitis, and more. We understand the challenges that patients face when they are unable to afford or access their prescribed medications, and we are dedicated to making sure that every patient receives the necessary treatment they need. Our team is passionate about improving the lives of those in need and we strive to make a positive impact in the healthcare industry.
We are seeking a highly motivated and experienced professional to join our team as a Sales and Support Team Lead. As the Lead, you will be responsible for managing and leading a team of customer support representatives, ensuring the delivery of exceptional customer service, and maintaining high customer satisfaction levels. The ideal candidate should have a minimum of 5-7 years of relevant work experience in customer support, with at least 2-3 years of experience in a lead/ supervisory role.
For more details about MrMed, click here:
Job Location: Chennai
Job Responsibilities:
- Manage and lead a team of patient sales and support representatives, providing guidance, support, and mentorship to ensure high-performance levels and achievement of team goals.
- Develop and implement strategies to increase sales and meet revenue targets.
- Analyze sales data and metrics to make informed decisions and adjustments to the sales strategy.
- Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction and analyze customer support issues and identify areas for improvement.
- Work closely with the customer support team to ensure timely and effective resolution of customer inquiries and concerns.
- Develop and maintain SOPs, ensuring they are followed consistently by the team members.
- Monitor and evaluate the performance of team members, conducting regular performance reviews, and providing constructive feedback to enhance individual and team performance.
- Generate regular reports on sales performance, customer support metrics, and other relevant KPIs.
- Ensure accurate maintenance of documentation for database, reporting and feedback
- Foster a positive and collaborative work environment, promoting teamwork, open communication, and knowledge sharing among team members.
- Collaborate with other departments, such as marketing and product development, to ensure alignment of sales and support strategies with overall business objectives.
- Stay updated with industry best practices, customer support trends, and emerging technologies to continuously improve the team's performance and customer satisfaction levels.
- Develop and deliver training programs to enhance the knowledge and skills of team members, keeping them updated on product features, processes, and customer service techniques.
Desired Profile/ Skills Required:
- Bachelor's degree in a relevant field or equivalent work experience.
- Atleast 5-7 years of work experience in customer support or a related field.
- At least 2-3 years of experience in a lead or supervisory role.
- Excellent problem-solving and decision-making abilities, with a customer-centric approach.
- Exceptional communication skills, both written and verbal, with the ability to effectively interact with customers and team members.
- Proficiency in using CRM, customer support software and tools, such as ticketing systems, and knowledge bases.
- Strong analytical skills, including MS Excel, with the ability to analyze data, identify trends, and make data-driven recommendations.
- Ability to work in a fast-paced environment, prioritize tasks effectively, and meet tight deadlines.
Job tags
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