Customer Support Executive

About Hoola Health

Hoola Health (formerly BabyMD) is building a more accessible, child-friendly healthcare experience for children and their families. Through our growing network of neighbourhood clinics, we provide paediatric consultations, vaccinations, developmental assessments, therapy services, and other essential child healthcare solutions. We believe healthcare should be approachable, reassuring, and convenient for every family.

About the Role

We are looking for a proactive and customer-focused Customer Support Executive to join our team in Bengaluru. In this role, you will be one of the key points of contact for parents and families, helping them navigate our healthcare services and ensuring a smooth experience at every interaction. The ideal candidate will have strong communication skills, a problem-solving mindset, and a genuine commitment to delivering excellent customer service. Freshers and candidates with 1–2 years of relevant experience are encouraged to apply.

Key Responsibilities

• Handle customer queries through phone calls, WhatsApp, email, and other communication channels.
• Assist parents with appointment bookings, rescheduling, cancellations, and follow-ups.
• Provide accurate information about 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 the 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 when interacting with parents and families.
• 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.

Qualifications

• Freshers and candidates with 1–2 years of experience in customer support, customer service, telecalling, or related roles can apply.
• Experience in customer service, healthcare, clinics, hospitals, or other service-oriented industries is preferred.
• Familiarity with CRM platforms, appointment scheduling systems, and customer support tools is preferred.

Ideal Candidate Attributes

• Takes ownership of customer concerns.
• Communicates clearly.
• Learns quickly.
• Works collaboratively with internal teams.
• Possesses a positive attitude.
• Willingness to go the extra mile to support parents and families.