Service Relations Coordinator

We are seeking a proactive and communication-focused Service Relations Coordinator to join our team at Dilligence Digital Ltd.

In this role, you will serve as the primary point of contact for all incoming calls and communications, handling interactions from caregivers, members, internal staff, and external parties. Your responsibility will be to provide accurate information, address concerns, and ensure that all inquiries are either resolved or properly routed to the appropriate department or personnel.

This role requires strong verbal communication skills, presence of mind, and the ability to manage real-time conversations in a professional and efficient manner.

Key Responsibilities

• Receive and handle incoming calls from caregivers, members, staff, and external parties in a professional and timely manner
• Provide accurate information and guidance based on the nature of each inquiry
• Forward or transfer calls to the appropriate department or personnel when necessary
• Ensure all callers are properly assisted, and their concerns are addressed before ending the interaction
• Maintain a clear and organized log of calls, inquiries, and follow-ups
• Ensure timely follow-up on unresolved issues and escalate when required
• Coordinate with departments such as Billing, Compliance, Nursing, Intake, and Operations
• Identify recurring issues and communicate insights to management for process improvement
• Maintain confidentiality and adhere to company policies and compliance standards

Qualifications

• Proficient in English with strong written and verbal communication skills.
• Strong attention to detail.
• Good organizational skills with the ability to meet deadlines.
• Basic proficiency in Microsoft Office Suite (Excel, Word) and Google Workspace.
• Ability to work independently in a remote environment.
• Freshers are encouraged to apply.
• Prior experience in Client Relations Call Center is an advantage, but not required.

Working Days & Hours

• Monday through Friday
• 7:30 PM to 4:30 AM (Bangladesh Time)
• Working hours may be adjusted based on U.S. Daylight Saving Time and operational requirements