Customer Support Executive

Role & responsibilities

• Handle customer queries through phone, email, chat, and other communication channels.
• Provide accurate information regarding services, appointments, reports, billing, and other customer requirements.
• Register, track, and resolve customer complaints within defined timelines.
• Follow up with relevant internal departments to ensure timely resolution of customer issues.
• Coordinate with laboratory, operations, billing, logistics, and other teams as required.
• Maintain accurate records of customer interactions, complaints, and resolutions.
• Escalate complex or unresolved issues to the appropriate team or manager.
• Follow up with customers to ensure satisfactory resolution and closure.
• Handle customer feedback and identify recurring issues for improvement.
• Maintain a professional and courteous approach while interacting with customers.
• Ensure compliance with company policies, SOPs, confidentiality requirements, and service standards.
• Support customer retention and improve overall customer satisfaction.
• Prepare regular reports/MIS on complaints, queries, resolution status, and customer feedback.
• Meet defined KPIs such as response time, resolution time, customer satisfaction, and complaint closure.
• Perform any other customer service-related responsibilities assigned by the reporting manager.

Preferred candidate profile

• Experience in healthcare, diagnostics, hospitals, laboratories, or other customer-facing service industries.
• Knowledge of healthcare/diagnostic processes and terminology.
• Experience in CRM or ticket-management systems.
• Experience handling high-volume inbound calls and customer complaints.
• Knowledge of service quality and customer satisfaction metrics.