Role & responsibilities

- Lead, mentor, and manage the Clinical Customer Service team.
- Oversee day-to-day customer service operations and ensure service excellence.
- Handle customer escalations by conducting effective root cause analysis (RCA) and implementing corrective and preventive actions.
- Analyze operational data and prepare performance reports and insights.
- Train, coach, and develop team members to enhance performance and productivity.
- Drive process improvement initiatives through continuous monitoring and operational observations.
- Ensure a high standard of customer experience while maintaining operational efficiency and quality.

Preferred candidate profile

- 5 to 6+ years of experience in Clinical Customer Service within the Diagnostics, Pathology, or Healthcare Operations domain.
- DMLT/BMLT qualification. Prior customer service experience in Diagnostics or Pathology will be an added advantage.
- Solid understanding of diagnostic/pathology tests, sample types, and laboratory workflows.
- Proven experience in team handling and customer service operations.
- Strong analytical, reporting, and problem-solving skills.
- Excellent communication, interpersonal, and stakeholder management skills.

📌 Team Lead (Delhi)
🏢 TATA 1 MG
📍 Delhi