Customer Support Associate

About Eve Healthcare Support

EVE Healthcare aims to make diagnostic healthcare accessible, convenient, and patient-friendly. The support team assists patients with diagnostic bookings, appointments, test coordination, and service-related queries to ensure clarity and comfort, providing a smooth and hassle-free experience.

About the Role

The Customer Support Associate is a full-time, on-site role based in Gurugram. This role involves responding to patient inquiries related to diagnostic bookings, appointments, and test coordination via phone, email, chat, or other communication channels.

Key Responsibilities

• Respond to patient inquiries regarding diagnostic bookings, appointments, and test coordination.
• Manage and update appointment details.
• Follow up with patients to confirm schedules.
• Provide clear information about procedures and timelines.
• Handle support tickets.
• Resolve service issues.
• Escalate complex cases to the appropriate teams.
• Maintain accurate records in the support system.
• Collaborate with internal teams.
• Support continuous improvement of patient communication processes.
• Contribute to a friendly, professional, and patient-centered support environment.

Requirements & Tech Stack

• Customer Support, Customer Service, and Customer Experience skills.
• Ability to engage in Sales conversations, explaining service options and guiding patients to appropriate diagnostic solutions.
• CRM or ticketing tools.
• Basic data entry and documentation.

Qualifications

• Excellent verbal and written communication skills in English.
• Knowledge of additional regional languages is an advantage.
• Strong problem-solving abilities.
• Attention to detail.
• Patient-first mindset.
• Ability to work on-site in Gurugram, including rotating shifts if required.
• Ability to collaborate well in a team environment.
• Prior experience in healthcare, diagnostics, or customer support is preferred.
• A diploma or bachelor’s degree in any discipline is beneficial.
• Experience in Training or willingness to learn and support onboarding or knowledge-sharing within the support team.