Outbound- Customer Support Executive

Job Description: Outbound- Customer Support Executive

Company: Visit Health

Role:Outbound- Customer Support Executive

Department: Customer Experience / Operations

Location: Bangalore

Employment Type: Full-Time

Work Schedule: Rotational shifts & rotational week-offs

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.

Key Responsibilities

Ø Handle customer interactions through calls and other support channels.

Ø Understand the customer's medical test requirements and explain the process clearly.

Ø Guide customers regarding the required medical tests and available options.

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

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

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

Ø Follow up with customers wherever required to ensure successful appointment

completion.

Ø Resolve customer queries and concerns promptly and professionally.

Ø Maintain accurate records of customer interactions and appointment details.

Ø Coordinate with internal teams and diagnostic partners to resolve booking-related

issues.

Ø Achieve defined productivity, conversion, and other performance targets.

Ø Follow the prescribed processes, quality standards, and customer service guidelines.

Key Skills & Competencies

Ø Excellent verbal and written communication skills.

Ø Strong customer-handling and interpersonal skills.

Ø Ability to understand customer requirements and provide appropriate solutions.

Ø Good listening and problem-solving abilities.

Ø Comfortable working in a target-driven environment.

Ø Ability to handle multiple customer interactions efficiently.

Ø Basic computer knowledge and familiarity with CRM/support tools.

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

Ø Prior experience in healthcare, diagnostics, customer support, telecalling, or

appointment booking will be an advantage.

Shift & Work Requirements

Ø Rotational morning shifts

Ø Rotational week-offs

Ø Willingness to work as per business requirements and operational schedules.

Ø The role involves working with customers who may require quick assistance with medical test bookings and resolutions.

Performance Metrics

The role will have defined performance targets, which may include:

Ø Customer handling/productivity

Ø Appointment booking and conversion

Ø Call quality and customer experience

Ø Resolution/closure rates

Ø Process adherence

Ø Attendance and schedule adherence