Customer Support Representative

4 days ago

Thaltej Ahmedabad Gujarat, India ESMSYS PVT LTD Full time

**Roles & Responsibilities: Roles & Responsibilities - Customer Support Executive (easyIME)**

**Appointment Management**
- Schedule, reschedule, or cancel immigration medical exam appointments for applicants.
- Coordinate with U civil surgeons and clinic staff to match availability with applicant needs.
- Maintain accurate applicant details and update records in the system.

**Customer Assistance**
- Provide applicants with details about doctors, locations, specialties, and required documentation.
- Assist applicants with the information form and supporting documents

**Communication & Follow-Up**
- Send appointment confirmations and reminders to reduce no-shows.
- Manage waitlists, priority scheduling, and urgent requests from applicants.
- Escalate urgent medical exam issues or rescheduling conflicts to senior staff.

**Emergency Handling**
- Support applicants with urgent bookings, emergency referrals, or last-minute changes.
- Coordinate with on-call doctors or triage staff when urgent care needs arise.

**Professionalism & Service Quality**
- Maintain a courteous, supportive, and empathetic approach with applicants from diverse backgrounds.
- Handle high call volumes or low-staffed shifts while ensuring service quality.
- Provide feedback to management on recurring applicant issues for process improvement.

**Mandatory Skills: Willingness to work US night shifts** (aligning with applicant & civil surgeon time zones).
- Excellent verbal and written communication skills in English.
- Strong listening and problem-solving abilities with an empathetic approach.
- Ability to multitask, prioritize, and manage workload.
- Professional and patient-centric attitude with cultural sensitivity.

**Desired Skills**:Prior experience in customer support roles.
- Familiarity with USCIS/immigration-related terminology.
- Knowledge of medical appointment scheduling systems.
- Ability to remain calm and resourceful in urgent or escalated situations.

Strong organizational skills to manage multiple applicants simultaneously

Pay: ₹18,000.00 - ₹30,000.00 per month

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund

Work Location: In person

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