Description

About Tata 1mg:

Tata 1mg is a trusted health partner for end consumers and large institutions. Its mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, Tata 1mg has built a healthcare platform that guides customers to the right and affordable care. The company operates in 1000+ cities and leads as one of the top consumer health platforms offering ePharmacy, eDiagnostics, e-consult, and offline stores. In 2022, Tata 1mg delivered over 15 million ePharmacy orders, 2 million eDiagnostics orders, and had over 1 million organic users daily. The company has a strong team of over 6400 employees.

Brief About the Team:

The Customer Service team supports the customer support function to provide remarkable customer experiences by delivering timely and personalized responses. The team handles follow-ups and ensures resolution of customer issues.

What You Will Do:

• Prepare and maintain accurate reports to track team performance and process metrics.
• Analyze data and present actionable insights to management.
• Take full ownership of assigned tasks, driving results with minimal supervision.
• Manage daily workflow queues and allocate tasks to meet service levels.
• Lead and mentor a team of approximately 30 members, focusing on productivity, quality, and engagement.
• Lead new projects within the department and coordinate cross-functional activities for smooth onboarding.

Key Skills

Customer service leadership, team management, queue management, reporting and data analysis, communication skills, project handling, healthcare and audit experience, root cause analysis (RCA), shrinkage and attrition reporting, email ticketing tools, CRM proficiency, cross-functional coordination, real-time monitoring, flexibility in work location and hours.

Requirements

• Willingness to work flexibly from both Gurgaon and Noida locations as per roster and business needs.
• Ability to support extended working hours for task closure and team support.
• Strong verbal and written communication skills.
• Experience in healthcare and audit.
• Experience with root cause analysis (RCA), shrinkage and attrition reports.
• Familiarity with email ticketing tools and CRM.
• Ability to work with cross-functional teams and real-time monitoring tools.