AVANTTEC LABORATORIES PRIVATE LIMITED | Customer Support Executive | delhi
2 weeks ago
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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