Customer Support Executive Job in Bengaluru at Practo

Practo is hiring for the role of Customer Support Executive!

About the Company:

Practo is on a mission to make quality healthcare affordable and accessible for over a billion Indians. We believe in empowering our users with the most accurate, comprehensive, and curated information and care, enabling them to make better healthcare decisions.

We understand healthcare goes beyond signs, symptoms, diagnosis, and treatment. It’s about the deep connection between doctors and patients that leads to continuous care and sustained, better outcomes.

Practo works on trust. We are aware of the responsibility placed on us by 30 crore+ patients and over a lakh doctors. We always have and always will do everything we possibly can to uphold this trust.

Responsibilities of the Candidate:

• Actively engage with the customers on both incoming and outgoing calls and assist them in appointment bookings on the platform
• Work towards providing an excellent customer experience by going that extra mile on every interaction
• Maintain overall customer satisfaction levels to ensure a continuous relationship with Practo
• Ensure complete documentation of all activities undertaken concerning the call log
• Adhere to the Process defined on both Operations and Quality legend
• Ability to timely Escalation (Approach to handle issues to understand when to escalate & what will be handled by themselves), attention to detail, ability to research, and ability to arrive at solutions and also challenge the process and come up with different alternatives
• Should be fine with rotational week (1/week) and rotational shift (9-hour shift between 8 AM-10 PM)
• Must have experience in outbound calling and email writing
• Handling tickets of new leads for training and activation of online consult
• Calling the doctors to give a brief online consult and share the email with the course link
• Follow-up calls with a doctor for course completion
• Activation of online consult on profile
• Close leads within TAT