Customer Support Executive

Aster DM Healthcare; Ernakulam; On-site; INR 223,000 - 424,000; Full time

Job summary

Aster DM Healthcare is seeking a customer service professional in Kerala to handle queries via phone, email, chat, and other channels. You will provide accurate service information, manage appointments, reports, and billing inquiries, and track and resolve complaints within defined timelines.

Applicants should have experience in healthcare settings, familiarity with CRM systems, and a track record of maintaining records and driving customer satisfaction.

Qualifications

• 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.

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.

Skills

Healthcare domain knowledge

CRM

Customer service excellence

Communication skills

Tools

CRM software

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.