Customer Support Executive

Job description

Role & responsibilities • Handle customer queries through phone, email, chat, and other communication channels. • Provide accurate information regarding services, appointments, reports, billing, and other customer requirements. • Register, track, and resolve customer complaints within defined timelines. • Follow up with relevant internal departments to ensure timely resolution of customer issues. • Coordinate with laboratory, operations, billing, logistics, and other teams as required. • Maintain accurate records of customer interactions, complaints, and resolutions. • Escalate complex or unresolved issues to the appropriate team or manager. • Follow up with customers to ensure satisfactory resolution and closure. • Handle customer feedback and identify recurring issues for improvement. • Maintain a professional and courteous approach while interacting with customers. • Ensure compliance with company policies, SOPs, confidentiality requirements, and service standards. • Support customer retention and improve overall customer satisfaction. • Prepare regular reports/MIS on complaints, queries, resolution status, and customer feedback. • Meet defined KPIs such as response time, resolution time, customer satisfaction, and complaint closure. • Perform any other customer service-related responsibilities assigned by the reporting manager. Preferred candidate profile • Experience in healthcare, diagnostics, hospitals, laboratories, or other customer-facing service industries. • Knowledge of healthcare/diagnostic processes and terminology. • Experience in CRM or ticket-management systems. • Experience handling high-volume inbound calls and customer complaints. • Knowledge of service quality and customer satisfaction metrics.