Interactive Case Manager (Job code: JB00050766)

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Posted on - 25/07/2019

 
  • Key Skills:
    Candidate should have experience 0 to 1 years of exp in relevant industry.
    Industry:
    IT-Software
  • Functional Area:
    Customer Service / Telecalling / Backend
    Functional Specialization:
    NA
  • Qualification:
    Any Graduation
    Qualification Specialization:
    Graduation
  • Location:
    Mumbai
  • Experience:
    0 - 1 yrs.
  • Yearly Salary:
    Negotiable
 

JOB DESCRIPTION :

Job Title:
Job Profile:
The role of an Interactive Case Manager is to assist customers understand the functionality of the product and answer how-to questions on chat, create cases on customers’ behalf in case of technical or complex queries, build good customer relationship and ensure satisfaction.
Customer assistance
  • Address the assigned chats with basic how-to questions
  • Attempt to resolve as many chats as possible to avoid creating cases
  • Attempt to handle the number of chats as per company standards
  • Route the client to the customer support portal to find educational material
  • Update the customer about the status of the case created for him
Forward Clients Feedback given on chat related to SAM’s TAM’s to their respective Team Leads
Case creation
  • Create a case on behalf of the client based on the criticality and technical nature of the query
  • Follow-up with internal teams to get updates of the cases created for the customer
  • Keep updating himself about the cases created by him to identify his own knowledge gap
Highlight Possible P1 cases created to Mentor’s & Team Leads. Mentors highlight the same to respective SAM’s and SAM TL
Customer service
  • Follow appropriate chat guidelines while assisting a customer
  • Build rapport and ensure the customer educated about the issue and routed to appropriate channel if required
Strive to get maximum customer satisfaction through timely response and appropriate resolution
Knowledge quotient
  • Be updated about the new features and enhancements within the product
Be updated with product, process and technical knowledge
  • Be updated about the new features and enhancements within the product
Be updated with product, process and technical knowledge
Working Relationships:
  • SAM
  • TAM
  • Fastlane
  • Team Leads
Mentors and peers
Knowledge 
  • Product knowledge

Skills
  • Communication (written)
  • Typing skills (35 wpm with 90% accuracy)
  • Probing
  • Acknowledgement
  • Empathy
  • Time management
Multitasking
Attributes
  • Passion
  • Team work
  • Integrity
Ownership and 
  • Acknowledgement
  • Empathy
  • Time management
Multitasking


company profile :eClinicalWorks India Pvt Ltd

eClinicalWorks is a privately-held, profitable company that focuses on establishing long-term relationships with customers, serving them in six different time zones-from Hawaiian to Eastern. The company has had no debt since inception and has been profitable every quarter since 2000. Remaining a private company with no outside investors means that eClinicalWorks is focused solely on customers and not distracted by Wall Street or venture capitalists.

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