Job Summary The Customer Support Executive will be responsible for handling customer queries, assisting patients with dental service requirements, coordinating appointments with partner clinics, following up with customers, and ensuring a smooth customer experience from enquiry to service completion.

Key Responsibilities

1. Customer Interaction

- Handle customer queries through phone calls, WhatsApp, chat, and other communication channels.
- Understand customer requirements and provide accurate information about SmileGuard services.
- Maintain a polite, qualified, and customer-friendly approach.
- Resolve customer concerns and complaints efficiently.

2. Appointment Coordination

- Assist customers in booking dental appointments with partner clinics.
- Coordinate with clinics to confirm appointment availability.
- Follow up with customers regarding scheduled appointments.
- Handle rescheduling and cancellation requests.

3. Lead & Customer Follow-up

- Follow up with leads generated through digital campaigns, dental camps, website, and other sources.
- Maintain regular communication with interested customers.
- Track customer status and ensure timely follow-ups.
- Convert relevant enquiries into appointments wherever applicable.

4. Patient Assistance

- Guide customers to the appropriate SmileGuard clinics or dental professional.
- Escalate medical or treatment-related questions to the concerned dental professional rather than providing medical advice independently.

5. Data & CRM Management

- Maintain accurate customer and appointment records.
- Update lead status, follow-up details, appointment status, and customer feedback in the CRM/assigned system.
- Ensure that no customer enquiry or follow-up is missed.
- Prepare daily and weekly customer support reports.

6. Customer Experience





- Ensure a smooth experience for customers throughout their interaction with SmileGuard.
- Collect customer feedback after appointments/services.
- Identify recurring customer concerns and communicate them to the Operations/Management team.
- Maintain professional communication with both customers and partner clinics.

Key Performance Indicators (KPIs)
- Number of customer enquiries handled
- Response time
- Number of successful appointment bookings
- Lead follow-up completion rate
- Appointment confirmation rate
- Customer satisfaction
- Complaint resolution time
- Customer retention/follow-up rate
- Accuracy of CRM/data updates
- Daily call and communication productivity

Required Skills
- Excellent verbal and written communication skills
- Good interpersonal and customer-handling skills
- Basic knowledge of MS Excel/Google Sheets
- Ability to use CRM and communication platforms
- Good follow-up and coordination skills
- Problem-solving ability
- Patience and a customer-focused attitude
- Ability to work under targets and deadlines
- Basic understanding of dental/healthcare services is an advantage

Educational Qualification
- Any Graduate / Diploma holder
- Candidates with experience in customer support, healthcare, dental, telecalling, or operations will be preferred.
- Freshers with strong communication and customer-handling skills may also be considered.

Experience Preferred: 1–2 years in Customer Support, Healthcare, Telecalling, Operations, or a related field.

Salary: As per experience and company standards

Incentives: Applicable based on performance/targets, if provided by the company.

Core Responsibility To ensure every SmileGuard customer receives timely, professional, and helpful assistance from their first enquiry through appointment coordination and post-service follow-up.

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Customer Support Executive (CSE) (Gachibowli)
🏢 Smileguard
📍 Gachibowli