: US Customer Support Executive (US Diagnostics Process)

Company: Devansh Lab Werks

Position: Customer Support Executive

Department: International Voice Process Location: Hyderabad, Telangana

Employment Type: Full time

Shift: US Shift (Night Shift) 8:00 PM to 5:00 AM

About Devansh Lab Werks

Devansh Lab Werks is a healthcare diagnostics support organization dedicated to delivering exceptional customer experiences and operational excellence for laboratory and diagnostic service providers. We strive to provide timely, accurate, and professional assistance to patients, healthcare providers, and business partners.

Role Overview

We are seeking a US Customer Support Executive to provide outstanding support to patients, healthcare providers, and clients through phone, email, and other communication channels. The ideal candidate will possess excellent communication skills, customer-centric thinking, and the ability to manage inquiries efficiently in a fast-paced healthcare environment.

Key Responsibilities

- Handle inbound and outbound customer interactions professionally and courteously.
- Assist customers with diagnostic test-related inquiries, appointment scheduling, test status updates, and service-related questions.
- Respond to customer emails, chats, and support tickets within established service levels.
- Accurately document customer interactions in CRM and support systems.
- Resolve customer concerns and complaints while maintaining high levels of customer satisfaction.
- Coordinate with internal departments to ensure timely issue resolution.
- Follow established SOPs, quality standards, and compliance requirements.
- Maintain confidentiality of customer and patient information.
- Meet productivity, quality, and customer satisfaction targets.




- Escalate complex issues to supervisors or relevant departments when necessary.

Required Qualifications
- Bachelor's degree in any discipline Mostly in Life sciences is added advantage
- 15 years of experience in Customer Support, Customer Service, International Voice Process, or Healthcare Support.
- Freshers with excellent communication skills may also apply in life science background.
- Strong verbal and written English communication skills.
- Ability to work in US shifts.
- Proficiency in MS Office applications.
- Strong customer handling and problem-solving abilities.

Preferred Qualifications
- Experience in healthcare, diagnostics, laboratory services, or US healthcare processes.
- Knowledge of patient support, appointment scheduling, or healthcare customer service.
- Familiarity with CRM platforms such as Salesforce, Zendesk, Freshdesk, or similar tools.
- Understanding of HIPAA compliance and healthcare privacy standards is an advantage.

Key Skills
- Customer Service
- Customer Support
- International Voice Process
- US Process
- Patient Support
- Appointment Scheduling
- Complaint Resolution
- Email Support
- Chat Support
- CRM Tools
- Active Listening
- Problem Solving
- Time Management
- Multitasking

Performance Metrics
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Average Handling Time (AHT)
- Quality Scores
- Attendance and Adherence
- Productivity Targets

What We Offer
- Competitive Salary
- Career Growth Opportunities
- Professional Development Programs
- Five days working module
- Collaborative and Inclusive Work Environment

Note:

- No transport facility for both male and Female.
- Saturday and Sunday is fixed off but, in a month, any one Saturday support should be given from Employees.
- Age shouldn’t be more than 35

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