Job Title: Customer Relationship Manager (Telecalling Executive)

Company: Diagnoeasy Healthtech Pvt Ltd

Location: Remote/Work from Home

PLEASE READ THE JOB DESCRIPTION BEFORE APPLYING

About Us:

Diagnoeasy is a DPIIT recognised, leading provider of home healthcare services, dedicated to delivering quick, safe, and trusted medical care directly to patients' homes. We specialize in providing comprehensive healthcare solutions tailored to meet the individual needs of our patients.

We are currently operational in Kolkata, Howrah, Barrackpore, Barasat, Durgapur, and Asansol.

We are incubated by Kolkata Ventures and accelerated under IIM Calcutta IP. DiagnoEasy has received awards like best healthcare company 2025 by Platform Kolkata and Entrepreneur of the year 2024 (Healthcare) by SSEA.

Job Description:

We are seeking a dynamic and empathetic Customer Success Manager to join our team at Diagnoeasy. The Customer Success Manager will play a vital role in ensuring the satisfaction and well-being of our customers by providing exceptional service and support.

Key Responsibilities:

• Attend calls from customers between 7 am to 10 am and 5 pm to 10 pm, understand their requirements, and assist them with bookings for various services including doctors at home, medical services at home, ambulance, wheelchair, hearse van, etc.
• Provide detailed information about our services, including pricing, availability, and booking procedures.
• Connect with old patients on a periodic basis to enquire about their recovery progress and document their feedback as per the company's standard operating procedures.
• Compile recovery reports and share them periodically with our team of doctors for review and analysis.
• Ensure timely resolution of customer queries and concerns, maintaining a high level of customer satisfaction.
• Collaborate with other departments, including operations and logistics, to ensure smooth service delivery and customer experience.
• Maintain accurate records of customer interactions and transactions using our CRM software.
• Participate in ongoing training sessions to enhance knowledge of our services and procedures.
• Identify opportunities to grow the customer base and build positive relationships with new clients.
• Invoice generation and sending it to the customers over WhatsApp or email. 
• Expanding the customer base by upselling and cross-selling other business verticals
• Resolving customer complaints quickly and efficiently.

Requirements:

• Excellent communication skills, both verbal and written, with a strong emphasis on empathy and active listening.
• Ability to work independently and manage time effectively in a remote work environment.
• Intermediate knowledge of Microsoft applications, including Word, Excel, and Outlook.
• Candidates with a background in healthcare management or customer service will be preferred.
• Willingness to work flexible hours, including evenings and weekends, to accommodate customer needs.
• Strong attention to detail and problem-solving skills.
• Ability to adapt to changing priorities and handle multiple tasks simultaneously.