Customer Support Specialist

4 days ago

Pune, Maharashtra, India PDA e Services Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job Title:
Customer Support Specialist – Voice Process (US Dental Practices | Night Shift)

Location:
Pune, Maharashtra

Work Mode:
On-site in Pune

Shift:
Night Shift ( 8pm to 5 am)

Experience:
1–3 years (Freshers with excellent communication skills may apply)

About the Role:

We are seeking a
Customer Support Specialist
to join our
voice support team
dedicated to assisting
dental practices across the United States
. The ideal candidate will provide outstanding customer service, handle patient and clinic inquiries, and ensure smooth communication between patients, dental offices, and internal teams.

This is a
night shift role
aligned with
US business hours
.

Key Responsibilities:

  • Handle
    inbound and outbound calls
    from patients and dental offices in a courteous and professional manner.
  • Assist with
    appointment scheduling, insurance verification, billing queries, and patient follow-ups.
  • Manage and update
    patient records
    and dental practice information in CRM or practice management systems.
  • Provide accurate information and ensure adherence to
    HIPAA and data privacy standards.
  • Escalate complex or unresolved cases to senior support or clinic staff.
  • Maintain high levels of
    first-call resolution
    and customer satisfaction scores.
  • Meet performance KPIs, including call handling time, quality, and accuracy.
  • Collaborate with team members to continuously improve process efficiency.

Required Skills & Qualifications:

  • Education:
    Graduate in any discipline (Bachelor's degree preferred).
  • Experience:
    1–3 years in a
    voice process
    (healthcare or dental process experience is an advantage).
  • Communication:
    Excellent verbal and written English communication skills (neutral accent preferred).
  • Technical Skills:
    Basic computer proficiency and experience using CRMs or dental software ( Eaglesoft is a plus.
  • Soft Skills:
    Empathy, patience, and strong listening skills to handle patient interactions.
  • Ability to
    work in night shifts
    and manage time effectively.

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