Customer Care Executive at ExCare Services Limited

Job Summary:

The Customer Care Executive serves as the primary liaison between ExCare and its customers, ensuring exceptional service delivery across all touchpoints. This role involves handling client inquiries, supporting refill medication follow-ups, managing appointments for comprehensive care services, and promoting customer loyalty. The executive will play a key role in fostering trust and satisfaction while driving operational efficiency.

Key Responsibilities:

• Act as the first point of contact for inquiries related to ExCare services across all platforms.
• Communicate detailed and accurate information about products, laboratory services, immunizations, and other offerings.
• Build and nurture relationships with customers, tailoring interactions to individual needs.
• Coordinate refill reminders and ensure customers have seamless access to their medications.
• Collaborate with pharmacists and other team members to address customer-specific medication needs.
• Manage appointments for laboratory tests, immunizations, and other ExCare services.
• Follow up with clients post-service to collect feedback and address concerns.
• Ensure proper documentation and communication between service providers and customers.
• Address and resolve customer complaints and service disruptions efficiently.
• Escalate unresolved issues to the Customer Care Manager or relevant departments.
• Promote membership in the ExCare Gold Club and educate customers about loyalty programs
• Identify and address customer pain points to enhance retention.
• Use CRM tools (e.g., Zoho or WhatsApp for Business) to log customer interactions and streamline workflows.
• Compile regular reports on customer satisfaction, service performance, and retention metrics for Business Performance Review sessions.

Qualifications:

• Bachelor’s degree or equivalent experience in customer service,Health Information System, Pharmacology, Pharmacy or a related field.
• Knowledge of pharmacy or healthcare services is a strong advantage.
• Excellent verbal and written communication skills.
• Tech-savvy, with proficiency in CRM platforms and digital tools.
• Strong organizational skills and the ability to multitask.
• Candidate must live in Opic, Mowe, Magboro, Arepo, Berger and environs

Work Schedule:

• Full-time with flexibility to adapt to customer schedules, including weekends or evenings if necessary.

Why Join Us?

At ExCare, we prioritize customer well-being and satisfaction. Join our team to make a meaningful impact in healthcare, enhance customer experiences, and grow within a supportive and innovative work environment.