Job Description – Customer Support Associate (Calls & Chat )
Position: Customer Support Associate - Domestic Process
Department: Customer Support / Operations
Location: Derma MD Clinics - Thane West
Job Summary:
The Customer Support Associate is responsible for delivering exceptional patient support and ensuring a seamless appointment experience across all communication channels. The role involves managing patient inquiries, handling calls, WhatsApp messages, chats, and emails, coordinating appointments through the booking system, and maintaining accurate records in the CRM. The associate plays a key role in patient engagement, lead follow-up, and providing timely assistance to enhance patient satisfaction and support clinic operations.
Key Responsibilities:
- Handle incoming and outgoing patient calls professionally.
- Respond promptly to WhatsApp messages, chats, and emails.
- Schedule, reschedule, and confirm appointments using the appointment booking system.
- Maintain accurate patient information and interaction records in the CRM.
- Follow up on inquiries and leads to maximize appointment conversions.
- Provide information regarding treatments, services, and clinic policies.
- Coordinate with doctors, front desk staff, and other departments to ensure smooth patient flow.
- Address patient concerns and escalate issues when required.
- Maintain high standards of customer service, professionalism, and confidentiality.
- Generate and maintain reports related to calls, appointments, and patient interactions.
Required Skills:
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Proficiency in CRM and appointment management systems.
- Ability to multitask and manage multiple communication channels simultaneously.
- Good organizational and time management skills.
- Attention to detail and accuracy in record keeping.
- Basic computer proficiency and familiarity with email and chat platforms.
Preferred Qualifications:
- Minimum HSC in any discipline.
- Prior experience in customer support, call center, healthcare, or service industry preferred.
- Experience with CRM software and appointment scheduling systems is an advantage.
Salary and Benefits:
- ₹20,000 – ₹30,000 per month, based on skills and experience
- Yearly Paid & Sick Leaves
- Employee discounts and store credit points
- Annual performance-based bonus
- Leave encashment
Application Process:
Submit your detailed resume to faibeena@dermamd.in with the subject line “Job Application – Front Desk Executive”.
For queries, contact via WhatsApp or phone at +91 - 9082773517 between 11am to 5pm
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Paid sick time
- Provident Fund
Ability to commute/relocate:
- Thane, Maharashtra (Thane, Thane District): Reliably commute or planning to relocate before starting work (Required)
Language:
- English (Required)
- Hindi (Required)
Work Location: In person
