Role & responsibilities

- Handle customer queries through phone, email, chat, and other communication channels.

- Provide accurate information regarding services, appointments, reports, billing, and other customer requirements.

- Register, track, and resolve customer complaints within defined timelines.

- Follow up with relevant internal departments to ensure timely resolution of customer issues.

- Coordinate with laboratory, operations, billing, logistics, and other teams as required.

- Maintain accurate records of customer interactions, complaints, and resolutions.

- Escalate complex or unresolved issues to the appropriate team or manager.

- Follow up with customers to ensure satisfactory resolution and closure.

- Handle customer feedback and identify recurring issues for improvement.

- Maintain a skilled and courteous approach while interacting with customers.

- Ensure compliance with company policies, SOPs, confidentiality requirements, and service standards.





- Support customer retention and improve overall customer satisfaction.

- Prepare regular reports/MIS on complaints, queries, resolution status, and customer feedback.

- Meet defined KPIs such as response time, resolution time, customer satisfaction, and complaint closure.

- Perform any other customer service-related responsibilities assigned by the reporting manager.

Preferred candidate profile

- Experience in healthcare, diagnostics, hospitals, laboratories, or other customer-facing service industries.

- Knowledge of healthcare/diagnostic processes and terminology.

- Experience in CRM or ticket-management systems.

- Experience handling high-volume inbound calls and customer complaints.

- Knowledge of service quality and customer satisfaction metrics.

📌 Customer Support Executive (Kochi)
🏢 Aster DM Healthcare
📍 Kochi