Customer Support Associate

What you will be doing

• Handle customer queries primarily over phone (voice process) and email, providing prompt and accurate assistance.
• Assist customers with queries related to diagnostic tests, bookings, home sample collection, lab visits, reports, and service-related concerns.
• Understand customer needs and provide appropriate information and solutions to ensure a smooth customer experience.
• Handle complaints and escalations, identify the root cause, provide suitable resolutions, and ensure timely closure.
• Coordinate with diagnostic centres, phlebotomists, laboratories, operations teams, and customers to resolve service-related issues.
• Support customers with test bookings, rescheduling, cancellations, sample collection requirements, report availability, and report-related queries.
• Explain test requirements, preparation guidelines, timelines, and other relevant information clearly to customers.
• Follow up proactively with customers and internal teams to ensure pending issues are resolved within defined timelines.
• Provide accurate information about diagnostic services, processes, and policies while maintaining a customer-first approach.
• Follow defined communication procedures, quality standards, and escalation processes.
• Maintain accurate records of customer interactions and ensure all cases are appropriately documented.
• Take ownership of customer concerns and go the extra mile to ensure a positive customer experience.

What we are looking for

• Prior experience in a call center/BPO environment is mandatory.
• 3-6 years of experience in customer support, preferably in diagnostics, healthcare, hospitals, insurance, or other service-oriented businesses.
• Experience handling voice-based customer support is preferred.
• Strong communication and active listening skills with the ability to handle different customer personalities and situations.
• Fluency in English and Hindi is mandatory.
• Customer-first mindset with strong problem-solving and ownership skills.
• Ability to communicate information clearly and empathetically over the phone.
• Strong multitasking, prioritization, and time-management skills.
• Comfortable working with multiple stakeholders and internal teams to resolve customer issues.
• Basic proficiency with CRM/ticketing systems and other customer support tools.
• Willingness to work in rotational shifts with rotational week offs (6 days working).

This Customer Support Associate role helps customers navigate diagnostic services, including bookings, sample collection, lab visits, and reports. The work combines phone and email support with issue resolution and coordination across customers, diagnostic partners, and internal teams.

Role at a glance

Skills mentioned

What you will likely work on

• Respond to customer queries by phone and email about diagnostic tests, bookings, sample collection, lab visits, and reports.
• Help customers book, reschedule, or cancel services and understand preparation requirements and timelines.
• Investigate complaints and escalations, identify causes, and coordinate suitable resolutions through closure.
• Work with diagnostic centres, phlebotomists, laboratories, operations teams, and customers on service issues.
• Follow up on pending cases and keep customers and internal teams informed until resolution.
• Record customer interactions and follow established communication, quality, and escalation procedures.

Good fit signals

• Has mandatory prior experience in a call center or BPO environment and 3–6 years in customer support.
• Communicates fluently in English and Hindi and can explain information clearly and empathetically by phone.
• Brings strong listening, problem-solving, ownership, multitasking, prioritization, and time-management skills.
• Can work with several stakeholders to resolve customer concerns; voice-support experience is preferred.
• Is comfortable with rotational shifts, rotational weekly offs, and a six-day workweek.