Email Chat Support Executive

We are looking for a Email Chat Support Executive to join our team at Optizenith Global Solutions Private Limited. This role involves handling calls, providing exceptional customer support, and addressing queries and concerns related to Healthcare. The role offers ₹18,000 - ₹20,000 and a dynamic environment with opportunities for growth.

Job Requirements:

The minimum qualification for this role is Graduate and 1 - 3 years of experience. You will be responsible for resolving customer complaints, offering relevant information, and escalating complex issues to the appropriate department when necessary. Candidates must be open to a 6 days working week during the Day shift.

Key Responsibilities

Patient Interaction & Support

• Respond to patient enquiries received through live chat, email, website forms, WhatsApp, and other digital channels proactively and in a timely manner.

• Provide accurate information regarding fertility treatments, consultations, IVF procedures, diagnostics, packages, and clinic locations.

• Assist patients with appointment booking, rescheduling, cancellations, and follow-ups in coordination with center teams.

• Handle patient concerns and service requests professionally and empathetically.

Lead Management

• Attend and respond to all incoming leads within defined SLA timelines.

• Convert enquiries into appointments and consultations.

• Follow up with potential patients to improve lead conversion rates.

• Maintain updated records of patient interactions and outcomes.

Email & Chat Operations

• Draft professional and accurate email responses.

• Ensure all communications adhere to company policies, healthcare compliance guidelines, and quality standards.

• Escalate complex clinical and operational queries to relevant stakeholders.

Documentation & Reporting

• Record all interactions accurately in CRM and patient management systems.

• Update enquiry status, appointment details, and follow-up activities.

• Generate daily activity reports and maintain process documentation.

• Ensure complete data accuracy and confidentiality of patient information.

Quality & Compliance

• Maintain high customer satisfaction scores and response quality.

• Adhere to HIPAA/data privacy guidelines and company confidentiality policies.

• Meet productivity, quality, response time, and conversion KPIs.

• Participate in regular training and quality improvement programs.

______________

Required Qualifications

• Graduate in any discipline; candidates with a Science background will be preferred.

• 1–3 years of experience in Customer Support, Contact Centre, Chat Process, Email Support, Healthcare BPO, or Patient Services.

• Experience in healthcare, hospitals, fertility, IVF, or wellness industry preferred.

• Freshers with excellent communication skills may also be considered.

______________

Required Skills

• Excellent written English communication skills.

• Strong grammar, spelling, and typing proficiency.

• Ability to handle multiple chats and emails simultaneously.

• Customer-centric approach with empathy and patience.

• Strong problem-solving and interpersonal skills.

• Proficiency in CRM systems, MS Office, and digital communication tools.

• Ability to work in rotational shifts and weekend schedules if required.

• High attention to detail and data accuracy.

______________

Key Performance Indicators (KPIs)

• First Response Time (FRT)

• Chat/Email Quality Score

• Appointment Conversion Rate

• Lead Follow-up Compliance

• Customer Satisfaction (CSAT)

• Productivity Targets

• SLA Adherence

• Data Accuracy & Documentation Compliance

______________

Preferred Competencies

• Knowledge of IVF and fertility treatments.

• Experience handling healthcare enquiries.

• Ability to manage sensitive patient conversations with empathy and professionalism.

• Multilingual communication skills will be an added advantage.

Note: Due to the sensitive nature of fertility care, candidates must demonstrate professionalism, empathy, confidentiality, and a patient-first approach in all interactions.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.