Outbound Customer Support Executive

Role Overview

As a Customer Support Executive, you will be responsible for interacting with customers, understanding their medical test requirements, guiding them through the process, and helping them schedule their medical tests at their preferred or suitable laboratory. The ideal candidate should have strong communication skills, a customer-first approach, and the ability to work in a target-driven environment.

Role & responsibilities

Handle customer interactions through calls and other support channels.

• Understand the customer's medical test requirements and explain the process clearly.
• Guide customers regarding the required medical tests and available options.

Coordinate and schedule medical tests based on the customer's preferred date, time, and location.

Help customers select and book appointments with the preferred/available diagnostic laboratories.

• Ensure accurate communication of appointment details, preparation requirements, and other relevant information.

Follow up with customers wherever required to ensure successful appointment completion.

• Resolve customer queries and concerns promptly and professionally.

Maintain accurate records of customer interactions and appointment details.

• Coordinate with internal teams and diagnostic partners to resolve booking-related issues.
• Achieve defined productivity, conversion, and other performance targets.
• Follow the prescribed processes, quality standards, and customer service guidelines

Preferred candidate profile

Excellent verbal and written communication skills.

Strong customer-handling and interpersonal skills.

• Ability to understand customer requirements and provide appropriate solutions.
• Good listening and problem-solving abilities.
• Comfortable working in a target-driven environment.
• Ability to handle multiple customer interactions efficiently.
• Basic computer knowledge and familiarity with CRM/support tools

Ability to work in rotational shifts and rotational week-offs.

Prior experience in healthcare, diagnostics, customer support, telecalling, or appointment booking will be an advantage