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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