Customer Support Executive

Job Summary

One Diagnostics is looking for a Customer Care Executive to manage and strengthen relationships with our B2B clients, including hospitals, nursing homes, clinics, doctors, collection centres, and other healthcare partners.

The candidate will be responsible for handling client calls, coordinating samples and reports, resolving queries, and ensuring smooth communication between B2B clients and our laboratory team.

Key Responsibilities

• Handle incoming calls from B2B clients, hospitals, nursing homes, clinics, and collection centres.
• Act as the primary customer care contact for assigned B2B clients.
• Coordinate with clients regarding sample collection, sample status, test requirements, and report delivery.
• Follow up on pending, rejected, insufficient, or delayed samples.
• Handle client queries related to test availability, pricing, TAT, reports, and sample requirements.
• Coordinate with laboratory, logistics, phlebotomy, accounts, and marketing teams for timely resolution of client issues.
• Track and resolve client complaints professionally and within the required TAT.
• Follow up with B2B clients for regular sample flow and service requirements.
• Inform clients about new tests, packages, services, and laboratory updates.
• Maintain proper records of client calls, complaints, follow-ups, and resolutions.
• Escalate critical issues to the concerned department head/management.
• Prepare daily EOD reports of calls, complaints, follow-ups, and pending issues.
• Support the B2B marketing team by sharing client requirements and potential business leads.
• Maintain professional and long-term relationships with One Diagnostics' B2B partners.

Candidate Requirements

• Graduate / Higher Secondary preferred.
• 1–3 years of experience in B2B customer care, diagnostic laboratory, hospital, healthcare, telecalling, or client coordination preferred.
• Candidates with experience in a diagnostic laboratory or pathology business will be given preference.
• Excellent communication skills in Bengali, Hindi, and English.
• Good telephone etiquette and professional communication.
• Basic computer knowledge and ability to maintain reports.
• Strong follow-up, coordination, and problem-solving skills.
• Ability to handle multiple B2B clients and urgent queries.
• Customer-focused, responsible, and target-oriented.