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14/09 Nisha
HR at Mojocare

Views:526 Applications:133 Rec. Actions:Recruiter Actions:128

Mojocare - Manager - Customer Experience & Support (3-7 yrs)

Bangalore Job Code: 1154677

About Us

At Mojocare, we are building a neo-clinic focused on specialty wellness - sexual wellness, PCOS and fertility, mental wellness, skin, hair and weight - conditions that plague half a billion Indians.

Humanity has lost its mojo in modern times. At Mojocare, the best talent is working on solving the largest and most interesting problems in consumer health and wellness in a distribution first approach to unlock a massive latent and broken market. Our care experience is full-stack, user centric and personalized - treatment plans that are doctor approved and authentic, uniquely crafted for one's specific wellness goals by our team of reliable clinical experts. Our complete ecosystem goes beyond products, providing the modern consumer access to care and digital monitoring from a community of doctors, therapists, dieticians and wellness experts. Taking care of oneself is no longer a hassle - the future of primary wellness is here, now.

We are building and growing a young, vibrant, entrepreneurial and hungry team passionate to get India's and the world's mojo back! Come join us!

Job Role

- Set a ticket management system and monitor customer support requests received across various channels including calls, chats, emails and social media

- Handle first level pre and post sales enquiries and assign them to relevant departments

- Develop scripts and canned responses and coach CS reps accordingly

- Control churn by maintaining a healthy relationship with the company's customer base and redress grievances within a specified TAT

- Design tools to gauge customer satisfaction and push renewals by cross-sell/up-sell wherever applicable

- Analyse reasons for low retention levels among different customer segment and execute measures to improve it by coordinating with marketing, sales and fulfilment teams

- Coordinate closely with the sales team to convert sales queries received across various channels including calls, chats, emails and social media

- Own MIS reporting and ensure data sanity to give real time visibility of important metrics to the senior leadership

- Build a high performance team to deliver operational excellence

Requirement :

- 3-6 years of experience in Customer Support/Retention/Training in a B2C healthcare/consumer startup

- Strong interpersonal skills and the ability to build rapport with the company's growing customer base

- An analytical bent of mind with an ability to collate, analyse and present data to drive clear insights into the business and make decisions to meet retention KPIs

- Full professional proficiency in English and Hindi. Limited/full working proficiency in regional languages is a plus

- Undergraduate degree with notable co-curricular achievements

- Ability to multitask, set priorities and manage time effectively in a fast paced environment

- Healthcare enthusiast who believes in the mission of the company and is excited in building this together

- Willingness to relocate to Bangalore (if needed) to work closely with the team (this is not a remote role)

Look forward to:

- Working with a world-class, high performance team that constantly pushes boundaries and limits, redefines what is possible

- Fun & work at the same place with amazing work culture, flexible timings and vibrant atmosphere

- Get ready to transform yourself into a A+ supermojo

Women-friendly workplace:

Maternity and Paternity Benefits

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