Subject Matter Expert - BDS

Illusion Dental Laboratory; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Illusion Dental Laboratory in Mumbai seeks a skilled dental customer support specialist to handle region-wise clinical queries, provide professional guidance over calls and channels, and coordinate with internal teams for complex issues.

You will manage inbound/outbound calls, document interactions in the CRM, and stay updated on dental products and procedures while following SOPs and compliance guidelines.

Qualifications

• BDS qualification with 1–2 years of relevant experience
• Strong clinical knowledge and ability to explain concepts clearly
• Excellent communication and calling skills
• Customer-focused mindset with problem-solving ability
• Ability to handle region-wise responsibilities and language preferences
• Basic knowledge of CRM systems and MS Office
• Good documentation and follow-up skills

Responsibilities

• Handle region-wise dental/clinical technical queries from customers, partners, or internal teams.
• Provide accurate, clear, and professional clinical guidance over calls and other communication channels.
• Manage inbound and outbound calling processes related to customer queries and support.
• Understand customer concerns and resolve queries efficiently within defined TAT.
• Coordinate with internal teams (Operations, Planning, etc.) for complex query
• Maintain proper documentation of calls, queries, and resolutions in CRM/system tools.
• Ensure high customer satisfaction by delivering empathetic and solution-oriented support.
• Stay updated with dental products, procedures, and regional requirements.
• Follow SOPs, quality standards, and compliance guidelines.

Skills

Clinical knowledge

Communication skills

Calling skills

Customer focus

Problem solving

CRM familiarity

MS Office

Documentation

Region-wise coordination

Education

BDS

1-2 years of experience

Tools

CRM systems

MS Office

Job description

• Handle region-wise dental/clinical technical queries from customers, partners,
• or internal teams.
• Provide accurate, clear, and professional clinical guidance over calls and other
• communication channels.
• Manage inbound and outbound calling processes related to customer queries
• and support.
• Understand customer concerns and resolve queries efficiently within defined
• TAT.
• Coordinate with internal teams (Operations, Planning, etc.) for complex query
• Maintain proper documentation of calls, queries, and resolutions in
• CRM/system tools.
• Ensure high customer satisfaction by delivering empathetic and solution-
• oriented support.
• Stay updated with dental products, procedures, and regional requirements.
• Follow SOPs, quality standards, and compliance guidelines.
• BDS qualification with 1–2 years of relevant experience
• Strong clinical knowledge and ability to explain concepts clearly
• Excellent communication and calling skills
• Customer-focused mindset with problem-solving ability
• Ability to handle region-wise responsibilities and language preferences
• (preferred)
• Basic knowledge of CRM systems and MS Office
• Good documentation and follow-up skills.