One of our prestigious Clients' who is into "International Healthcare" is looking for a competent "Operations Executive" to work in their Colombo office immediately.
SALARY: Rs. 25,000 - 35,000
ROLES & RESPONSIBILITIES:
Lab Operations:
- Track and monitor applicant journey from booking till report issue as per the TAT defined.
- Ensure proper recording and identification of samples and applicable logistics tracker.
- Direct applicants and help/guide them with queries raised by them and address their grievance after coordinating with the concerned department and provide
- resolution accordingly.
- Ensuring compliance and timely updating of all regulatory approvals of the labs.
- Ensuring compliance to prescribed systems as per the defined SLA.
Customer Service and Feedback:
- Ensuring the customer feedback is collected for all service touchpoints.
- Reduce wait times and maximize utilization of resources and customer experience.
- To work with the Value-Added Services team to achieve maximum operational efficiency.
- Implementation of new processes.
Operations Assistance:
- Appointment slot confirmation for walk-in in collection centers and co-ordinate home collection services.
- Coordination with the call center and respective labs for customer visits, timings, reports.
- Coordinate with the call center for refunds, cancellations, and reschedule. Meets client’s expectations and is deliveries on time.
- Support ops manager in maintaining smooth operations of the department.
MIS Reports:
- Submit reports within stipulated timelines.
- Ensure accurate transcription of automated results in MIS.
- Proper monitoring of reports by running controls as applicable, for ensuring accuracy.
- Regular updates of the applicable price revisions for the tests & price management updates. Identifying, follow-ups & generating new leads.
- Ensuring compliance to prescribed systems as per the defined SLAs.
- Work closely with the Manager to highlight performance and training needs.
- Relationship management with the clients.
- Coordinate with other departments for smooth operations. Responsible for achieving targets as agreed.
QUALIFICATIONS & EXPERIENCES:
- At least graduation with 2-4 years of experience in operations, customer co-ordination, or customer care.
- Experience in Healthcare, Hospitality, or e-Commerce industry is preferred.
- Proficiency in the use of computers and basic IT skills. (Email, Internet, MS-Office, etc.)
- Good written and spoken skills in English and local languages.
- Be an active listener and a customer service-oriented individual.
- Excellent communication skills and pleasant phone mannerism.
- Self-motivated individual with a balanced personality and great interpersonal skills.
- Good time management skills.
- Should be flexible to work in different time zone. (If required)
HOW TO APPLY:
If you are interested, please forward your CV to, This email address is being protected from spambots. You need JavaScript enabled to view it.