Customer Support Executive

About Hoola Health

Hoola Health (formerly BabyMD) builds an accessible, child-friendly healthcare experience for children and their families. Through a network of neighbourhood clinics, they provide paediatric consultations, vaccinations, developmental assessments, therapy services, and essential child healthcare solutions.

About the Role

A proactive and customer-focused Customer Support Executive is sought to join the team in Bengaluru. This role involves being a key point of contact for parents and families, assisting them with navigating healthcare services and ensuring a smooth experience.

Key Responsibilities

• Handle customer queries via phone calls, WhatsApp, email, and other communication channels.
• Assist parents with appointment bookings, rescheduling, cancellations, and follow-ups.
• Provide accurate information on clinic locations, doctors, services, appointment availability, and operating hours.
• Coordinate with clinic teams and internal departments to address customer concerns and ensure timely resolutions.
• Follow up with parents regarding appointments, feedback, and pending service requests.
• Maintain accurate customer records, call logs, and interaction details using CRM or designated systems.
• Handle customer complaints professionally and escalate complex issues to appropriate teams.
• Ensure timely responses and maintain high standards of customer satisfaction.
• Support day-to-day customer support operations and contribute to improving service quality.
• Maintain the confidentiality of customer and patient information.

Requirements & Tech Stack

• Strong verbal and written communication skills.
• Excellent interpersonal skills with a customer-first approach.
• Patience, empathy, and professionalism.
• Basic computer proficiency and familiarity with email, spreadsheets, and digital tools.
• Good organisational, coordination, and problem-solving skills.
• Ability to multitask, manage follow-ups, and work in a fast-paced environment.
• Proficiency in English and Kannada is preferred; additional regional languages are an advantage.
• Familiarity with CRM platforms, appointment scheduling systems, and customer support tools is a plus.

Qualifications

• Freshers and candidates with 1–2 years of experience in customer support, customer service, telecalling, or related roles are encouraged to apply.
• Experience in customer service, healthcare, clinics, hospitals, or other service-oriented industries is preferred.
• Individuals who take ownership of customer concerns, communicate clearly, learn quickly, and work collaboratively are valued.
• A positive attitude and a willingness to go the extra mile are essential.