Customer Support Representative

Roles & Responsibilities: Roles & Responsibilities – Customer Support Executive (easyIME)

Appointment Management

· Schedule, reschedule, or cancel immigration medical exam appointments for applicants.

· Coordinate with U civil surgeons and clinic staff to match availability with applicant needs.

· Maintain accurate applicant details and update records in the system.

Customer Assistance

· Handle inbound calls, emails, and online inquiries regarding medical exams.

· Provide applicants with details about doctors, locations, specialties, and required documentation.

· Assist applicants with the information form and supporting documents

Communication & Follow-Up

· Send appointment confirmations and reminders to reduce no-shows.

· Manage waitlists, priority scheduling, and urgent requests from applicants.

· Escalate urgent medical exam issues or rescheduling conflicts to senior staff.

Emergency Handling

· Support applicants with urgent bookings, emergency referrals, or last-minute changes.

· Coordinate with on-call doctors or triage staff when urgent care needs arise.

Professionalism & Service Quality

· Maintain a courteous, supportive, and empathetic approach with applicants from diverse backgrounds.

· Handle high call volumes or low-staffed shifts while ensuring service quality.

· Provide feedback to management on recurring applicant issues for process improvement.

Mandatory Skills: Willingness to work US night shifts (aligning with applicant & civil surgeon time zones).

· Excellent verbal and written communication skills in English.

· Strong listening and problem-solving abilities with an empathetic approach.

· Proficiency in handling calls, emails, chats, and CRM tools.

· Ability to multitask, prioritize, and manage workload.

· Professional and patient-centric attitude with cultural sensitivity.

Desired Skills: Prior experience in customer support roles.

· Familiarity with USCIS/immigration-related terminology.

· Knowledge of medical appointment scheduling systems.

· Ability to remain calm and resourceful in urgent or escalated situations.

Strong organizational skills to manage multiple applicants simultaneously

Job Type: Full-time

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person