Customer Service
• Work as a first layer of representation for Nirogam’s customers via all channels of communication, that is,
website, social media, email, chat and telephone.
• Communicate Nirogam’s purpose, core values and vision to customers.
• Courteously welcome customers, understand their requirements, ask for a prescription from a physician,
and take necessary customer details.
• Take bookings for medical consultations.
• Educate customers about products and services in a clear manner. Help customers understand
Nirogam’s products and answer questions.
• Follow up periodically for repeat orders, or as prescribed.
Complaint Resolution
• Help and assist customers with their complaints, questions and their reservations, try to convince
customers and qualify queries into leads
• Manage issues and escalate complaints to the right desk for fast complaint resolution.
• Respond promptly to customer inquiries. Improve response time to ensure exceptional customer
experiences.
• Take or Initiate corrective actions as and when necessary. Think and adopt new ideas into operations.
• Remain calm if and when the customer is irate. As necessary, escalate and/ or take help.
• Be a problem solver and work on customer retention. Ensure customer satisfaction.
• Maintain a positive, empathetic and professional attitude towards every customer at all times.
Billing and invoicing
• Provide invoice to customers for their purchase orders
• Handle queries around the exchange of goods, sort out payment and billing related queries.
• Take orders, process orders, forms, applications, and requests and process returns
Work Management
• Know Nirogam’s products inside and out.
• Keep records of customer interactions, transactions, comments and complaints.
• Manage and balance workloads, set priorities and ensure that all benchmarks are met
• Work cross-functionally with internal departments.
• Adopt a systematic and automated way of working.
• Collect and compile recurring issues, document cases for management to prioritize as needed.
• Strive to increase opportunities for sales/growth through effective customer service.
• Provide feedback on the improvements that can be made to the customer service process.
Relationships
• Build highly efficient and effective working relationships with team members
• Make work engagement a priority
Quality
• Make sure all open communications are answered and closed in real-time.
• Eliminate the re-incidence of operational issues by creating, documenting and communicating resolutions
• Provide feedback on the improvements that can be made to the customer service process.
• Never give incorrect information and or make false recommendations.