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