Operations Executive (B2C)

Gurugram, Haryana
Work Type: Full Time

Role and Responsibilities

Primary Responsibility: 

    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 concerned department and provide resolution accordingly. 

    Customer Service and feedback score - Ensuring the customer feedback is collected for all service touch points. Reduce wait times and maximize utilization of resources and customer experience.

    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. Co-ordinate with call center for refunds, cancellation 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. 


Required Skills/Abilities: 

    Strong communication, teamwork, and time management skills.

    Strong Problem solving and decision making skills.

    Should be responsible towards projects.

    Client interaction and achieving desired targets.

    Understanding and analyzing requirements.

Mandatory Skills

    Fluency in written and spoken English and the local language     

    Excellent interpersonal skills

    Team building skills

    Decision making skills

    Effective verbal and listening

    Communications skills

    Attention to detail and high level of accuracy

    Very effective organizational skills

    Effective written communications skills

    Stress management skills

    Time management skills

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