Customer Support Associate

What you will be doing

• Handle customer queries primarily over phone (voice process) and email, providing prompt and accurate assistance.
• Assist customers with queries related to diagnostic tests, bookings, home sample collection, lab visits, reports, and service-related concerns.
• Understand customer needs and provide appropriate information and solutions to ensure a smooth customer experience.
• Handle complaints and escalations, identify the root cause, provide suitable resolutions, and ensure timely closure.
• Coordinate with diagnostic centres, phlebotomists, laboratories, operations teams, and customers to resolve service-related issues.
• Support customers with test bookings, rescheduling, cancellations, sample collection requirements, report availability, and report-related queries.
• Explain test requirements, preparation guidelines, timelines, and other relevant information clearly to customers.
• Follow up proactively with customers and internal teams to ensure pending issues are resolved within defined timelines.
• Provide accurate information about diagnostic services, processes, and policies while maintaining a customer-first approach.
• Follow defined communication procedures, quality standards, and escalation processes.
• Maintain accurate records of customer interactions and ensure all cases are appropriately documented.