Online shopping Customer Care Executive Needed

I run a fast-growing healthcare service and I’m streamlining the way we support patients and partners. Your core mission will be to own every interaction that comes in by phone or email—listening carefully, resolving issues calmly, and making sure every caller hangs up feeling genuinely cared for.

Day-to-day you’ll:
• Answer inbound calls quickly, walk patients through procedures or policy details, and document each conversation in our CRM.
• Triage and reply to email enquiries with accurate product knowledge, following up until the matter is fully closed.
• Defuse tense situations using proven conflict-resolution techniques, then flag recurring pain points so we can improve processes.
• Identify subtle sales opportunities (up-selling add-on services, scheduling follow-up appointments) without compromising empathy or compliance.

Acceptance criteria
1. First-response time: under 1 hour for emails, under 3 rings for calls.
2. Resolution rate: at least 90 % of cases closed without escalation.
3. Accurate notes entered in the CRM within 15 minutes of each interaction.

You’ll have access to our knowledge base, escalation matrix, and call software. If you already excel in healthcare terminology, HIPAA-aware communication, and warm yet persuasive phone presence, you’ll fit right in.