Customer Support Executive

Primary Healthtech (Mobilab)

Job Responsibilities

Customer Query Handling:

• Respond promptly to customer inquiries via phone, email, or chat.
• Resolve product-related issues, complaints, and service requests efficiently.

Product Support:

• Provide technical guidance on the usage, maintenance, and troubleshooting of medical devices.
• Assist customers in understanding product features and specifications.

Complaint Management:

• Record, investigate, and track customer complaints as per company protocol.
• Coordinate with internal departments (engineering, QC, service) for resolution.

Service Coordination:

• Schedule service visits or product demonstrations with field service technicians or sales team.
• Follow up to ensure service completion and customer satisfaction.

Documentation & Reporting:

• Maintain detailed records of customer interactions, issues, and resolutions in CRM or tracking tools.
• Prepare periodic reports on customer feedback, complaints, and resolutions.

Feedback Collection:

• Gather customer feedback to improve service quality and product performance.
• Escalate recurring issues or product concerns to relevant departments.

Compliance & Safety:

• Ensure customer communication complies with healthcare regulations and company policies.
• Advise users on proper device handling, safety, and maintenance.

After-Sales Support:

• Follow up with customers post-installation to ensure satisfaction and continued support.
• Encourage AMC (Annual Maintenance Contract) or warranty service renewals.

Collaboration:

• Work closely with the sales, technical, and logistics teams to deliver seamless customer service.

Profile Requirements

• 1–3 years in

  customer support end

  .
• Any Graduate
• Good communication skills is necessary.

What You Get

• Drive the backend of India’s most innovative diagnostic technology
• Work with partners like AIIMS, Indian Army, BIRAC, MeitY

• ESOPs, autonomy, and leadership role

  in a high-growth impact startup