Supervisor - Customer Support
- Global Healthcare
- 0 - 3 years
- Hyderabad
- 2 months ago
- Email to a friend
- Report this job
Job Description
This position requires effective time management skills, a passion for excellent customer service, performance excellence, attention to detail, and a high level of integrity and work ethic
Job Description
- Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
- Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when appropriate.
- Proactively create projects and process efficiencies to constantly improve scalability, quality, and customer satisfaction.
- Provide clear and actionable instructions to Analysts for daily tasks and project work.
- Demonstrate effective time management of projects and meetings while adhering to deadlines.
- Mentor team members, refine processes, and develop resource materials.
- Mentor direct reports for career development and leadership skills.
- Improve self and team work ethic through continuous coaching and education.
- High level oversight of customer activity and account health to increase adoption of GHX s recommended practices.
- Critically think to resolve technical problems and work cross-functionally when needed.
- Coordinate launch schedules of assigned product offering base and raise staffing needs to management
- Assist with identification and development of new system enhancements to benefit department offerings.
- Independently identify and execute performance action plans to increase engagement of the customer.
- Create, learn, revise, and communicate established process to all team members including internal management.
- Maintain a high performing team and analyze process for areas of improvement and quality assurance.
- Travel may be required (up to 10%)
Required Skills/Competencies
- Proficiency in Microsoft Office applications, with advanced knowledge of Excel
- Ability to monitor & evaluate performance using KPIs not limited to CSAT, Occupancy, Shrinkage, Attrition, Productivity, Quality etc.
- Bottom Quartile Management, Employee Satisfaction.
- Ability to work with little direction or guidance
- Create outlines of projects and process documentation of GHX Support procedures
- Determined, detail-oriented, and proactive individual
- Strong accountability and integrity
- Strong customer support and management skills
- Clear and effective verbal and written communication
- Salesforce knowledge or a relatable CRM tool (Zendesk)
- Webinar and other live training experience
- Ability to identify and solve internal and customer problems and increase customer efficiency and product value
- Proven ability to identify and solve problems and increase efficiency and product value
- Ability to locate areas of cost-saving enhancements or product improvements for a given product or service
- Ability to participate and provide constructive feedback in developmental meetings with customers and GHX executives
Required Education, Certifications, and Experience
- Bachelors degree OR a minimum of 2 years of direct experience within the healthcare and/or supply chain industries.
- Overall 4+ years of professional experience.
- Minimum of 2 years of experience in a team-oriented supervisory role or an equivalent leadership capacity.
- Strong organizational and project management skills
- 2+ years of experience in areas such as project management, customer success, training, and/or customer service.
- Proficiency in Microsoft Office Suite, with strong capabilities in Microsoft Excel, Word, and PowerPoint
- Strong organizational skills and demonstrated project management abilities.
- Prior experience within Supply Chain, MedTech - SaaS, Healthcare Revenue Cycle Management (RCM), Procurement, Material Management, or Customer Operations departments history preferred
- Product knowledge of GHX products or relatable supply chain experience preferred
Job Classification
Industry: Medical Services / HospitalFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Non Tech Support - Non VoiceEmployement Type: Full timeContact Details:
Company: Global HealthcareLocation(s): Hyderabad+ View Contact
Keyskills: Procurement Supply chain Automation Manager Quality Assurance Staffing Healthcare Customer support Customer service Analytics CRM
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
Global Healthcare
Global Healthcare Billing Partners Pvt. Ltd Company Profile: Global Healthcare Billing Partners Pvt. Ltd Over 15 Years of experience, countless hours of service and our customers' support is the formula to our success. We are preparing for new times and new challenges ahead! Year 2014-2015 w...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in