PharmEasy - Head - Customer Service

About PharmEasy:

Launched in 2015, PharmEasy is pharmacy made easy! Started with the sole purpose of making healthcare accessible and affordable to all, PharmEasy today is India's leading and most trusted online healthcare aggregator in the country. We help patients connect with local pharmacy stores and diagnostic centers to fulfill their extensive medical needs. We believe that everyone should have access to good health. Thus, through our services, we ensure you get access to the best and most genuine health products, with the highest savings in the shortest time possible.

Role & Responsibility:

- Leading operations for our Customer operations work with Operating leaders and Clients to develop a winning strategy

- Work with the Trust & Safety service line.

- Experience of leading Customer Service Operations / Contact center Operations.

- People Management experience. Handle a team of 500 to 1000 people.

- People with experience of working in e-Commerce /B2C organizations.

- Understand current spectrum of current Portfolio

- Deliver on Financial goals for the business; find opportunities for Growth.

- Continuously improve domain expertise in content moderation area being supported, sufficient to become a trusted advisor to the client.

- Bring in deep domain knowledge in Trust and Safety in solutions crafting up value propositions in line with Client Objective.

- Experience in setting up new teams to build proficiency.

Service Excellence :

- Proactive need identification and using logic.

- Ability to understand and recognize urgency and sensitivity

- Ability to create urgency in the system

- Taking end-to-end Ownership of Customer Issues

- Positive attitude is a must

- Ability to connect dots

- Ability to work with the minimum information

- Independent and able to take decisions by using common sense

EUC Skills :

- Excellent command of English Language - Written & Spoken

- Good Communication Skills

- Expertise in regulatory management and guidelines

- Knowledge of MS Excel, Word & PowerPoint

Behavioral Skills :

- Self-Driven

- Energetic, Self-starter & self-driven & should continuously improvise

- Accountability

- Being answerable and liable

- Analytical Thinking

- The scientific approach to problem-solving. Definition; Hypothesis; Facts; Analysis; Solution.

- Attention to Detail

- Being meticulous and checking the nitty-gritty

- Conceptual Thinking

- Ability to identify patterns or links between seemingly unrelated issues

- Creativity

- Creating new & imaginative ideas to be applied as solutions

- Teamwork

- Working Collaboratively to achieve the common goals

People Skills :

- Understanding people; using appropriate approaches to obtain results

- Communications

- The ability to convey information to others effectively and efficiently

- Time Management

- Managing time effectively - allocating the right time to the right activity

- Problem Solving

- Using generic or ad hoc methods, in an orderly manner, for finding solutions to problems

Initiative :

- Ability to assess and take initiatives independently

- Active Listening

- Ability to listen, comprehend & have an eye for details

- Result Oriented

- End Result Time-Bound Delivery Skill

Functional Inter-linkages :

Internal & External :

- Internal : Marketing, Client Services,Legal, Product, Ops, Risk, Service, all other verticals PAN bank including HR, Info Sec, Customer Resolution Unit, Operations, Products, Business & any other unit

- External : Outsourced Partners, Regulators