Sr. Customer Service Executive

Job Location : Ahmedabad , Gujarat

Job description:

Role Overview :

We are looking for a highly skilled and experienced Senior Appointment & Customer Support Specialist to join our growing Dental support team. This individual will play a pivotal role in supporting dental practices in the UK by delivering outstanding appointment management and patient support services. The ideal candidate will possess a strong background in international voice processes, preferably within the healthcare or dental sectors, and demonstrate a high level of professionalism, empathy, and efficiency in handling patient interactions.

Key Responsibilities :

Appointment Coordination:

- Efficiently manage and schedule patient appointments using dental practice management software

- Liaise with UK-based dental teams to ensure optimal scheduling based on clinical priorities and provider availability

- Send appointment confirmations, reminders, and post-visit follow-ups via email or phone.

- Actively follow up on cancellations, rescheduling, and no-shows to maximize chair- time utilization and patient satisfaction survey such as google and NHS choices.

Customer Support:

- Act as the first point of contact for patients through phone and email, ensuring a courteous and supportive experience.

- Address queries related to dental treatments, appointment logistics, billing, insurance claims, and general inquiries.

- Resolve common issues independently and escalate complex or sensitive matters to in-practice personnel or practice managers as appropriate.

- Maintain a calm, compassionate, and patient-focused approach in all communications.

Administrative Support:

- Maintain up-to-date and accurate patient records in the practice management system.

- Assist with updating patient profiles.

- Generate basic reports related to appointment trends, cancellations, and patient feedback.

- Support UK teams with ad-hoc administrative tasks such as data entry, internal documentation, and maintaining compliance checklists.

Operations & Collaboration:

- Collaborate effectively with dental practice teams across the UK to align on daily scheduling needs and patient communication workflows.

- Monitor and report on operational bottlenecks, offering suggestions for process improvements based on frontline insights.

- Participate in regular team meetings and training sessions to stay current with service protocols and software tools.

Requirements :

- 2 years of experience in international voice processes (preferably supporting UK/US/ANZ customers).

- Prior experience in healthcare scheduling, appointment setting, or dental customer service is highly desirable.

- Exceptional communication skills in English, both verbal and written.

- Proficient in using CRM or healthcare/dental practice management software.

- Strong time management and organizational skills with a high attention to detail.

- Comfortable working in a fast-paced, UK-shift environment with high volumes of patient interaction.

Working Hours :

- UK Business Hours : Standard working hours (Based on IST Time)

- Monday to Friday (Afternoon Shift) : 01:00 pm - 10:30 pm during Summer and 02:00 pm - 11:30 pm during Winters.

5 Days Working. Weekend will be off.

Schedule :

- Fixed shift

- UK shift

Pay : ₹25,000.00 - ₹40,000.00 CTC Per Month

Supplemental Pay :

- Overtime pays

- Performance bonus

- Yearly bonus

Benefits :

- Paid sick time

- Paid time off

- Provident Fund

Experience :

- International voice process: 2 years (Required)

Work Location : In person