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) .