Customer Support Associate

Job Overview:

We are seeking a dedicated and compassionate Customer Service Associate to join our team, with a specific focus on supporting the UK healthcare market. This role involves handling a high volume of inbound calls from healthcare professionals, including Doctors, Nurses, Allied Health Professionals (AHP), Healthcare Assistants (HCA), and hospitals. You will be responsible for addressing queries, resolving concerns, and ensuring a seamless experience for all callers.

• Job Title: Customer Support Associate
• Reporting to: Team Leader / Assistant Manager
• Working Days: 5 Days
• Location: Ahmedabad (On-Site)
• Shift Timings - 5 AM to 2 PM / 9 PM to 6 AM (Rotational)
• Preference: Ahmedabad residents/ Someone who can relocate in 1 week and join us

Key Responsibilities:

• Handle a large volume of inbound calls from healthcare professionals (Doctors, Nurses, AHPs, HCAs, and hospital staff) in a timely and efficient manner.
• Respond to inquiries related to healthcare services, products, and solutions in a clear and accurate manner.
• Address concerns and provide troubleshooting support for healthcare providers and institutions.
• Offer timely and effective solutions to complex issues, ensuring customer satisfaction.
• Document all customer interactions and ensure accurate records are maintained in the system.
• Escalate unresolved issues to the appropriate team or department, ensuring swift resolution.
• Collaborate with internal teams (e.g., technical support, sales, operations) to ensure customer needs are met.
• Stay up-to-date with healthcare market trends, products, and services to provide informed support.
• Ensure compliance with healthcare industry regulations and company policies while interacting with healthcare professionals.
• Maintain a professional and empathetic approach while dealing with distressed or frustrated callers.
• Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction.

Skills and Qualifications:

• A minimum of 1-2 years of customer service experience
• Strong verbal and written communication skills, with the ability to interact professionally with healthcare professionals.
• Experience in handling high-volume inbound calls and providing efficient support.
• Excellent problem-solving and troubleshooting abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong organizational skills with a keen attention to detail.
• Proficiency with CRM software, call management systems, and Microsoft Office Suite.
• A compassionate, patient, and empathetic approach when interacting with customers.

Desired Attributes:

• Ability to remain calm under pressure, especially when dealing with urgent or sensitive healthcare inquiries.
• Strong interpersonal skills and a customer-focused attitude.
• Team-oriented with the ability to collaborate across various departments.
• Flexible and adaptable to changing customer needs and healthcare industry trends.