Patient Support Assistant

Role summary

Handle inbound and/or outbound customer interactions via phone (and sometimes email/chat), resolve customer queries and complaints, process orders and requests, maintain accurate records in the CRM, and meet service and quality targets to deliver a positive customer experience.

Key responsibilities

Answer incoming calls and respond to customer emails or chats in a timely, courteous manner.

Identify customer needs, provide accurate information, troubleshoot issues, and resolve complaints or escalate appropriately.

Process orders, returns, refunds, cancellations, billing enquiries and service requests per company policy.

Update and maintain customer records in CRM (e.g., Zendesk, Salesforce) and log all interactions.

Achieve individual and team KPIs (AHT, FCR, CSAT, adherence, occupancy).

Follow scripts and quality standards while personalizing interactions for great customer experience.

Cross-sell or upsell products/services when applicable and meet sales/target goals (if role includes sales).

Participate in coaching, quality assurance evaluations, and regular training.

Suggest process improvements based on recurring customer issues or feedback.

Be flexible with shift patterns, including evenings, weekends, or holidays if required.

Job Types: Full-time, Permanent

Pay: ₹12,000.00 - ₹18,000.00 per month

Benefits:

• Leave encashment

Work Location: In person