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Sr. Customer Support Executive

1 month ago

Ahmedabad, Gujarat, India Zobone International Outsourcing Pvt. Ltd. Full time

This is an On - Site job and the job location is Ahmedabad , Gujarat.

Job description

Role Overview

We are looking for a highly skilled and experienced Senior Appointment & Customer Support Specialist to join our growing Dental support team. This individual will play a pivotal role in supporting dental practices in the UK by delivering outstanding appointment management and patient support services. The ideal candidate will possess a strong background in international voice processes, preferably within the healthcare or dental sectors, and demonstrate a high level of professionalism, empathy, and efficiency in handling patient interactions.

Key Responsibilities:

Appointment Coordination:

· Efficiently manage and schedule patient appointments using dental practice management software

· Liaise with UK-based dental teams to ensure optimal scheduling based on clinical priorities and provider availability

· Send appointment confirmations, reminders, and post-visit follow-ups via email or phone.

· Actively follow up on cancellations, rescheduling, and no-shows to maximize chair-time utilization and patient satisfaction survey such as google and NHS choices.

Customer Support:

· Act as the first point of contact for patients through phone and email, ensuring a courteous and supportive experience.

· Address queries related to dental treatments, appointment logistics, billing, insurance claims, and general inquiries.

· Resolve common issues independently, and escalate complex or sensitive matters to in-practice personnel or practice managers as appropriate.

· Maintain a calm, compassionate, and patient-focused approach in all communications.

Administrative Support:

· Maintain up-to-date and accurate patient records in the practice management system.

· Assist with updating patient profiles.

· Generate basic reports related to appointment trends, cancellations, and patient feedback.

· Support UK teams with ad-hoc administrative tasks such as data entry, internal documentation, and maintaining compliance checklists.

Operations & Collaboration:

· Collaborate effectively with dental practice teams across the UK to align on daily scheduling needs and patient communication workflows.

· Monitor and report on operational bottlenecks, offering suggestions for process improvements based on frontline insights.

· Participate in regular team meetings and training sessions to stay current with service protocols and software tools.

Requirements:

· 2–4 years of experience in international voice processes (preferably supporting UK/US/ANZ customers).

· Prior experience in healthcare scheduling, appointment setting, or dental customer service is highly desirable.

· Exceptional communication skills in English, both verbal and written.

· Proficient in using CRM or healthcare/dental practice management software.

· Strong time management and organizational skills with a high attention to detail.

· Comfortable working in a fast-paced, UK-shift environment with high volumes of patient interaction.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹45,000.00 per month

Benefits:

  • Paid sick time
  • Paid time off
  • Provident Fund

Schedule:

  • Fixed shift
  • UK shift

Supplemental Pay:

  • Overtime pay
  • Performance bonus
  • Yearly bonus

Experience:

  • International voice customer service: 2 years (Required)
  • International Dental Care Experience: 2 years (Required)

Work Location: In person