Customer Advisor

Practo; Bengaluru, Mumbai Suburban; On-site; INR 300,000 - 600,000; Full time

Job summary

Practo is seeking a Customer Advisor to act as the single point of contact for customers visiting the centre, owning their journey from entry to exit. You will guide, inform, and support them throughout the check-up process to deliver a seamless experience.

You will coordinate with clinical and internal teams, assist with registrations and forms, answer queries, and conduct post-visit follow-ups while maintaining documentation and quality standards. Rotational shifts and a six-day week apply.

Qualifications

• 15 years of experience in customer service or related roles.
• Science background preferred; biotech, biology, life sciences background accepted.
• Excellent English and local language; customer-first mindset.
• Willingness to work rotational shifts and six-day week.

Responsibilities

• Manage end-to-end customer experience at the centre.
• Guide customers through their visit and provide personalized assistance.
• Assist with registration, documents, and form filling.
• Coordinate with clinical teams to ensure timely tests and procedures.
• Respond to customer queries and explain services clearly.
• Conduct post-visit follow-ups to ensure satisfaction.
• Maintain documentation and adhere to quality standards.
• Collaborate with cross-functional teams to enhance experience.

Skills

Customer handling

Relationship management

Communication skills

English proficiency

Local language proficiency

Education

Biotechnology degree

Life Sciences degree

Job description

Role Overview

As a Customer Advisor, you will act as the Single Point of Contact (SPOC) for customers visiting the centre and play a critical role in delivering a seamless and delightful experience. You will own the customer's journey from entry to exit, ensuring they are guided, informed, and supported throughout the check-up process.

Key Responsibilities

• Manage the end-to-end customer experience at the centre, ensuring a smooth and hassle-free journey.
• Welcome and guide customers throughout their visit and provide personalized assistance at every stage.
• Support customers with registration, documentation, and form filling whenever required. Coordinate with clinical and internal teams to ensure timely and smooth execution of tests and procedures.
• Answer customer queries and provide clear information regarding services, processes, and next steps.
• Build trust and comfort with customers by being actively involved in their journey throughout the centre.
• Handle customer concerns and escalations promptly while maintaining high service standards.
• Conduct post-visit follow-ups to ensure customer satisfaction and address any additional queries.
• Maintain accurate documentation and adhere to quality standards.
• Collaborate with cross-functional teams to deliver an exceptional customer experience.

Candidate Profile

• 15 years of experience in Customer Service, Hospitality, Patient Care, Customer Success, or similar service-oriented roles.
• Candidates with a Science background are preferred.
• Exceptional freshers with degrees in Biotechnology, Biology, Life Sciences, or allied medical fields may also be considered.
• Strong communication and interpersonal skills with a customer-first mindset. Ability to empathize with customers and provide a high-touch, personalized experience. Proficiency in English and the local language is mandatory.
• Comfortable working in rotational shifts and a six-day work week.

What We're Looking For

• Excellent customer handling and relationship management skills.
• Ability to work in a fast-paced environment while maintaining attention to detail. A proactive, empathetic, and service-oriented approach.
• Strong coordination and problem-solving capabilities.