Senior Customer Service

About Alpine Wellness LLP

Alpine Wellness LLP is a full-stack service provider offering comprehensive support services to healthcare companies in the USA and global markets. With a state-oft he-art support center in Ahmedabad, Gujarat, we deliver enhanced quality services such as back-office operations, inside sales, order processing and approvals, customer support, accounts receivable, billing, and processing. Our mission is to help healthcare companies streamline critical functions and focus on growing their business.

Alpine Wellness LLP is a group company of Alpine Health, a licensed pharmaceutical distributor based in Secaucus, New Jersey, USA. Alpine Health serves independent pharmacies across the United States, offering a full range of generics, OTC products, diabetic supplies, vials, and nutritional milk. With pharmaceutical prices continuing to rise, Alpine Health remains committed to providing competitively priced products that deliver value and convenience to customers

Purpose:

The Senior Customer Care Executive is responsible for managing customer interactions, resolving escalated issues, and ensuring smooth onboarding to the company's online portal. This role involves demonstrating new website features to customers, coordinating with sales and operations teams, resolving payment related queries, and running customized promotional campaigns for different customer categories.

Responsibilities:

Handle escalated customer queries and complaints with professionalism.

Onboard customers to the company's online website portal.

Provide demonstrations of new website features to customers.

Guide customers on how to place orders online, ensuring convenience during their busy schedules.

Coordinate with the internal sales team and operations team to resolve customer queries, ensuring alignment with dedicated sales representatives.

Resolve customer queries related to payments and transactions.

Send promotional emails and run customized campaigns weekly for diDerent customer categories.

Collaborate with cross-functional teams to ensure smooth order execution and customer satisfaction.

Train and mentor junior customer care executives.

Collect customer feedback and suggest improvements to processes.

Maintain accurate records of customer interactions, onboarding activities, and escalations.

Requirements:

Bachelor's degree or equivalent experience.

At least 5 years of experience in customer service or client support.

Strong communication and interpersonal skills.

Ability to explain technical processes in simple terms.

Experience with CRM tools, online portals, and email campaign tools.

Problem-solving and leadership abilities.

Strong collaboration skills to work with sales and operations teams.

Knowledge of payment processes and customer account management.

Ability to manage promotional campaigns and customer segmentation.

Working Hours:

Monday to Friday 8:00 PM 5:00 AM IST

Saturday 7:30 PM to 1:30 AM IST

Role Details:

Role: Senior Customer Care Executive (US Support)

Industry Type: Pharmaceutical & Life Sciences

Department: Customer Service

Employment Type: Full-time, Permanent

Role Category: Customer Service

Education: UG Any Graduate