AVANTTEC LABORATORIES PRIVATE LIMITED | Customer Support Executive | india
1 week ago
Job Title: Customer Support Executive
Department: Customer Support
Reporting to: Administration Manager
Role Summary:
The Customer Support Executive will act as the first point of contact for customers of a BARC-accredited lab, ensuring a seamless experience by addressing queries, resolving concerns, and providing detailed information about lab services. This role requires strong communication skills, an understanding of diagnostic services, and a customer-centric approach to deliver excellence.
Key Responsibilities:
Customer Interaction:
- Respond to inbound inquiries (calls, emails, walk-ins) regarding lab services, test details, sample collection processes, and report delivery timelines.
- Provide personalized support and ensure customer satisfaction by resolving issues promptly and professionally.
Service Coordination:
- Coordinate with internal teams (laboratory technicians, sample collection teams, report generation teams) to ensure smooth service delivery.
- Assist customers in scheduling appointments for tests and home sample collection.
Information Dissemination:
- Educate customers about BARC accreditation standards and the lab’s adherence to high-quality testing practices.
- Offer guidance on available packages, pricing, and health-related recommendations as per company policies.
Complaint Resolution:
- Address and resolve complaints or concerns effectively, escalating to higher authorities if necessary.
- Maintain a record of complaints and feedback to contribute to service improvement.
Documentation and Reporting:
- Accurately document customer interactions and maintain service records.
- Generate daily, weekly, and monthly reports on customer queries and resolutions.
Upselling and Cross-Selling:
- Promote additional diagnostic services, health packages, or wellness programs to customers, aligning with their needs.
Compliance:
- Adhere to confidentiality and compliance protocols, including proper handling of customer data in line with BARC and company standards.
- Stay updated on lab policies, procedures, and advancements in diagnostic services.
Required Skills and Qualifications:
Education:
- Minimum: Graduate in any discipline
Experience:
- 1–3 years of experience in customer service, preferably in healthcare, diagnostic labs, or similar industries.
Technical Skills:
- Familiarity with CRM tools and customer support software.
- Basic knowledge of diagnostic tests and healthcare terminology (training provided).
Soft Skills:
- Excellent verbal and written communication skills.
- Empathy, patience, and problem-solving abilities.
- Ability to multitask and manage time effectively.
Other Requirements:
- Proficiency in regional languages along with English/Hindi.
- Flexible to work shifts and weekends as needed.
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