Position- Senior Associate

Department- Customer Service

Location- Gurgaon/ Noida

About Tata 1mg

Tata 1mg is a trusted health partner for end consumers and large institutions. Our Mission is to make healthcare understandable, accessible, and affordable for all Indians. Over the past three years, we've worked to build a healthcare platform that guides customers to the right and affordable care. Today, Tata 1mg is present in 1000+ cities– And we’re just getting started. Leading the chart as one of the top consumer health platforms through ePharmacy, eDiagnostics, e-consult and offline stores, Tata 1mg has delivered over 15M ePharmacy orders, 2M eDiagnostics orders & 1M+ organic users/day in 2022 and we are just getting started. Our strongest asset is our 6400+ people enabling us to deliver on our mission consistently.

Know more about us: https://www.1mg.com/aboutUs

Brief about the Team

Tata 1mg is embarking on "Experience 2.0"—a mandate to build the most trusted, frictionless, and reliable healthcare e-commerce journey in India.

We are not building a traditional call center. We are building an elite, Amex-style "Command Center" team. As a Premier Experience Specialist, you will be the ultimate guardian of our users' trust. You will proactively monitor live orders, identify friction points before the customer experiences them, and provide white-glove, real-time resolutions.

More importantly, you will serve as the "Voice of the Customer" for our Tech and Product teams. You won't just patch-fix problems; you will diagnose the root cause and help us structurally eliminate the issue from the platform forever.

• Proactive Threat Hunting (The "Catch"): Actively monitor live operational dashboards to identify orders at risk of an "Expectation vs. Reality" mismatch (e.g., ETA breaches, partial fulfillment of prescriptions, out-of-stock after order placement, Rx validation delays).

• White-Glove Intervention (The "Fix"): Reach out to customers proactively before they realize there is a problem. You will be highly empowered to make real-time decisions (upgrading delivery, issuing immediate wallet refunds, arranging doctor consults) to ensure the user feels valued, not frustrated.

• Product Intelligence & Feedback Loop (The "Cure"): This is not just a support role; it is an investigative one. For every broken experience you patch, you will document the exact operational or tech failure that caused it. You will synthesize this data and directly brief Product Managers and Engineering Pods on structural fixes needed in the app UI, pricing logic, or fulfillment routing.

• De-escalation & Empathy: Handle complex, high-anxiety interactions regarding critical healthcare needs with extreme empathy, clarity, and professionalism.

What we are looking for :

• Industry Experience: 3–5 years of experience in premium customer success, high-end concierge services, escalations, or trust & safety at top-tier consumer tech brands (e.g., CRED, Amex, premium hospitality, or specialized health-tech).

• Product Sense: You don't just see a delayed order; you see a flaw in the warehouse allocation logic. You can comfortably explain user friction to a software engineer or a product manager.

• High Autonomy & Judgment: You don't need a script. You know how to read a situation, make a judgment call on the spot, and confidently execute a solution that protects the brand's long-term relationship with the user.

• Flawless Communication: Impeccable written and spoken English and Hindi. You know how to deliver bad news gracefully and turn an angry customer into a brand advocate.

• Resilience: You are comfortable working in a high-stakes environment where a delayed delivery isn't just a missed t-shirt, but a missed medication.

Why Join Us?

Tata 1mg provides one of the most exciting and high growth environments to work. You get the added benefit of working in a prestigious legacy brand like Tata and a highly dynamic and versatile startup like 1mg. Being an integral part of the Customer Experience will provide a great opportunity to scale up a business to great heights leveraging the existing capabilities of Tata 1mg.