Reporting To: Operations Manager / Laboratory Manager
Location: Bengaluru
Employment Type: Full-time
Key Responsibilities
1. WhatsApp & Customer Query Management
- Monitor and respond promptly to incoming WhatsApp messages from pet owners, veterinary doctors, clinics and other clients.
- Attend to enquiries regarding available tests, sample requirements, test prices, sample pickup, report status, turnaround time and payment procedures.
- Provide accurate information using the laboratory's approved test menu, price list and SOPs.
- Forward technical, medical or diagnostic queries to the concerned Pathologist/technical team and ensure timely follow-up.
- Maintain professional, polite and clear communication with clients at all times.
- Follow up with clients when additional information, samples or documents are required.
- Coordinate with the sample collection/pickup team based on client requests.
- Ensure unanswered WhatsApp queries are followed up and closed appropriately.
- Maintain a record of important client queries, complaints and follow-up requirements.
2. Telephone Enquiries
- Attend incoming calls promptly and professionally.
- Understand the client's requirement and provide appropriate information.
- Coordinate with the laboratory team for technical queries.
- Record and follow up on unresolved enquiries.
- Escalate complaints or urgent matters to the Operations Manager.
3. Report-Related Queries
- Respond to routine enquiries regarding report availability and expected turnaround time.
- Coordinate with the technical team regarding delayed or pending reports.
- Send reports only through authorized channels to the appropriate client/clinic.
- Never independently interpret or explain abnormal laboratory findings.
- Escalate requests for interpretation or clinical advice to the Pathologist.
4. Sample & Pickup Coordination
- Receive requests for sample collection through phone and WhatsApp.
- Collect required details such as clinic/client name, location, patient details, sample type and tests requested.
- Coordinate with the pickup team and confirm the pickup with the client.
- Inform clients about applicable pickup charges as per laboratory policy.
- Follow up on pending or unsuccessful pickups.
5. Billing & Payment Queries
- Respond to routine enquiries regarding test charges and payment options.
- Generate invoices and receipts.
- Coordinate regarding pending payments and outstanding accounts.
- Maintain accurate records of collections and credit transactions.
Customer Service Expectations The receptionist should ensure that every WhatsApp message, telephone call and client enquiry receives a timely response or appropriate follow-up.
The employee should
- Respond politely and professionally.
- Avoid leaving client messages unanswered.
- Never guess or provide incorrect technical information.
- Escalate technical/diagnostic questions to the Pathologist.
- Maintain complete confidentiality of patient and client information.
- Handle complaints calmly and escalate them when necessary.
Performance Indicators
- Response time to WhatsApp and telephone enquiries.
- Percentage of queries appropriately resolved/followed up.
- Accuracy of information provided.
- Sample pickup coordination efficiency.
- Client satisfaction.
- Report communication efficiency.
- Billing and data-entry accuracy.
- Proper escalation of technical and diagnostic queries.
Pay: ₹20,300.00 - ₹30,000.00 per month
Advantages
- Internet reimbursement
Ability to commute/relocate:
- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)