Job Description – Operations & Customer Support Executive

Company: New Delhi Medical Health Care Pvt. Ltd. (DMHCA)
Department: Operations & Customer Support
Job Location: Delhi / On-site
Employment Type: Full-Time
Experience: 1–3 Years
Position: Operations & Customer Support Executive

About the Role

We are looking for a responsible and customer-focused Operations & Customer Support Executive to manage day-to-day operational activities, coordinate with students/customers and internal teams, resolve queries, and ensure smooth execution of admission, course, payment, documentation, and support processes.

Key Responsibilities

Operations

- Manage daily operational activities and ensure smooth workflow.
- Coordinate with Admissions, Academic, Finance, HR, and Management teams.
- Maintain and update student/customer records, databases, and operational reports.
- Track admissions, payments, documentation, course access, examinations, and other operational requirements.
- Follow up on pending documents, payments, applications, and customer requests.
- Prepare daily, weekly, and monthly operational reports.
- Ensure company processes, policies, and SOPs are followed.
- Maintain proper records of customer communications and operational activities.
- Coordinate with internal and external stakeholders whenever required.

Customer Support

- Handle customer/student queries through phone calls, WhatsApp, email, and other communication channels.
- Provide accurate information regarding courses, admissions, fees, payments, LMS access, examinations, certificates, and related processes.
- Resolve customer complaints and service-related issues professionally and within the required timeline.
- Follow up with customers regarding pending payments, documents, examinations, assignments, and other requirements.
- Escalate complex or unresolved issues to the concerned department or management.
- Maintain a qualified and positive relationship with students, doctors, customers,



and partners.
- Ensure timely responses and proper closure of customer queries.

Coordination & Follow-Up

- Coordinate with the sales/admission team after enrollment to ensure a smooth customer onboarding process.
- Coordinate with academic and examination teams for student requirements.
- Coordinate with finance/accounts regarding payment and outstanding-related queries.
- Monitor pending cases and ensure timely follow-up until resolution.
- Maintain proper communication records and update CRM/ERP systems.

Required Skills

- Excellent communication and interpersonal skills.
- Good knowledge of MS Excel, MS Word, Google Sheets, email, and CRM systems.
- Strong follow-up and coordination skills.
- Customer-service-oriented approach.
- Good problem-solving and decision-making ability.
- Ability to handle multiple tasks and priorities.
- Good written and verbal English.
- Hindi communication skills will be an advantage.
- Ability to work independently as well as in a team.

Qualifications

- Bachelor's degree in Business Administration, Management, Commerce, or a related field.
- 1–3 years of experience in Operations, Customer Support, Customer Success, Administration, or a similar role.
- Experience in the education, healthcare, training, or ed-tech sector will be preferred.

Key Performance Areas (KPIs)

- Timely resolution of customer queries.
- Customer satisfaction and service quality.
- Accuracy of operational records and reports.
- Timely completion of follow-ups.
- Reduction in pending/unresolved cases.
- Coordination efficiency across departments.
- Compliance with company processes and SOPs.

Preferred Candidate Profile

The ideal candidate should be organized, proactive, responsible, customer-friendly, and detail-oriented, with the ability to manage operational responsibilities while maintaining excellent customer relationships.

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

- Cell phone reimbursement
- Health insurance
- Provident Fund

Work Location: In person

📌 Job Description – Operations & Customer Support Executive (Delhi)
🏢 DMHCA
📍 Delhi