Customer Coordinator

3 days ago

Mumbai, Maharashtra, India Fastest Healthtech Pvt. Ltd. Full time

Customer Co-ordinator Job Description

Role Overview

The Customer Co-ordinator serves as the primary point of contact for customers, ensuring smooth, timely, and accurate service delivery across all diagnostic touchpoints. This role supports end-to-end coordination between customers, Wellness Executives (Phlebotomists), Runners, and Partner NABL Labs to maintain Fastest.Health's commitment to speed, accuracy, and exceptional customer experience.

Key Responsibilities

  1. Customer Communication & Support

Respond promptly to customer inquiries via phone, WhatsApp, email, or in-app chat.

Provide clear, accurate information regarding tests, preparation requirements, services, pricing, and policies.

Assist customers with booking, report access, app navigation, and service-related queries.

  1. Operational Coordination

Provide accurate instructions and real-time support to Wellness Executives / Phlebotomists / Runners to ensure tasks are completed within defined TAT.

Monitor ongoing bookings, field operations, and escalate delays or exceptions immediately.

Ensure smooth coordination between collection teams and Partner NABL Labs, maintaining speed and accuracy of sample flow.

  1. Issue Resolution

Handle lab-related concerns such as report delays, sample mismatch queries, test clarifications, or re-collection requests.

Coordinate with lab teams for analytical or post-analytical queries, ensuring timely follow-ups and closure.

Maintain a customer-first approach to resolve problems with empathy, accuracy, and accountability.

  1. Documentation & Reporting

Record all customer interactions, escalations, and resolutions in the system accurately and promptly.

Maintain logs for repeat issues, service failures, and customer feedback for internal improvement.

Share daily updates on key KPIs including TAT compliance, customer satisfaction, and issue closures.

  1. Quality & Compliance

Ensure every communication and process aligns with Fastest.Health's standards of trust, accuracy, and NABL-compliant operations.

Verify that Wellness Executives follow correct pre-analytical protocols and customer instructions.

Support process audits by providing accurate records and insights.

  1. Performance Standards

Achieve defined TAT for response, follow-up, and issue closure.

Maintain high CSAT and NPS scores by ensuring smooth, transparent, and reliable service.

Work closely with operations and lab teams to uphold Fastest.Health's promised time for sample collection and report delivery.

Key Skills Required

Strong communication skills (Hindi/English/Marathi preferred).

Customer service mindset with problem-solving ability.

Ability to multitask in a fast-paced, high-urgency environment.

Basic understanding of diagnostics tests is a plus.

Proficiency with CRM tools, apps, and coordination platforms.

Performance Indicators (KPIs)

TAT adherence for sample collection & report delivery.

Customer satisfaction score (CSAT/NPS).

First-contact resolution rate.

Accuracy of logs and coordination efficiency.

Reduction in re-collection / operational escalations.

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