Customer Support Associate

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).