Customer Support Associate

What you will be doing

- Handle customer queries primarily over phone (voice process) and email, providing prompt and accurate assistance. - Assist customers with queries related to diagnostic tests, bookings, home sample collection, lab visits, reports, and service-related concerns. - Understand customer needs and provide appropriate information and solutions to ensure a smooth customer experience. - Handle complaints and escalations, identify the root cause, provide suitable resolutions, and ensure timely closure. - Coordinate with diagnostic centres, phlebotomists, laboratories, operations teams, and customers to resolve service-related issues. - Support customers with test bookings, rescheduling, cancellations, sample collection requirements, report availability, and report-related queries. - Explain test requirements, preparation guidelines, timelines, and other relevant information clearly to customers. - Follow up proactively with customers and internal teams to ensure pending issues are resolved within defined timelines. - Provide accurate information about diagnostic services, processes, and policies while maintaining a customer-first approach. - Follow defined communication procedures, quality standards, and escalation processes. - Maintain accurate records of customer interactions and ensure all cases are appropriately documented. - Take ownership of customer concerns and go the extra mile to ensure a positive customer experience.

What we are looking for

- Prior experience in a call center/BPO environment is mandatory. - 3-6 years of experience in customer support, preferably in diagnostics, healthcare, hospitals, insurance, or other service-oriented businesses. - Experience handling voice-based customer support is preferred. - Strong communication and active listening skills with the ability to handle different customer personalities and situations. - Fluency in English and Hindi is mandatory. - Customer-first mindset with strong problem-solving and ownership skills. - Ability to communicate information clearly and empathetically over the phone. - Strong multitasking, prioritization, and time-management skills. - Comfortable working with multiple stakeholders and internal teams to resolve customer issues. - Basic proficiency with CRM/ticketing systems and other customer support tools. - Willingness to work in rotational shifts with rotational week offs (6 days working).