What you will be doing
- Handle customer queries primarily over phone (voice process) and email, providing prompt and accurate assistance.
- Assist customers with queries related to diagnostic tests, bookings, home sample collection, lab visits, reports, and service-related concerns.
- Understand customer needs and provide appropriate information and solutions to ensure a smooth customer experience.
- Handle complaints and escalations, identify the root cause, provide suitable resolutions, and ensure timely closure.
- Coordinate with diagnostic centres, phlebotomists, laboratories, operations teams, and customers to resolve service-related issues.
- Support customers with test bookings, rescheduling, cancellations, sample collection requirements, report availability, and report-related queries.
- Explain test requirements, preparation guidelines, timelines, and other relevant information clearly to customers.
- Follow up proactively with customers and internal teams to ensure pending issues are resolved within defined timelines.
- Provide accurate information about diagnostic services, processes, and policies while maintaining a customer-first approach.
- Follow defined communication procedures, quality standards, and escalation processes.
- Maintain accurate records of customer interactions and ensure all cases are appropriately documented.
- Take ownership of customer concerns and go the extra mile to ensure a positive customer experience.
What we are looking for
- Prior experience in a call center/BPO environment is mandatory.
- 3-6 years of experience in customer support, preferably in diagnostics, healthcare, hospitals, insurance, or other service-oriented businesses.
- Experience handling voice-based customer support is preferred.
- Strong communication and active listening skills with the ability to handle different customer personalities and situations.
- Fluency in English and Hindi is mandatory.
- Customer-first mindset with strong problem-solving and ownership skills.
- Ability to communicate information clearly and empathetically over the phone.
- Strong multitasking, prioritization, and time-management skills.
- Comfortable working with multiple stakeholders and internal teams to resolve customer issues.
- Basic proficiency with CRM/ticketing systems and other customer support tools.
- Willingness to work in rotational shifts with rotational week offs (6 days working).
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