Customer Support Executive

1 week ago


India AVANTTEC LABORATORIES PRIVATE LIMITED Full time

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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