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).

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