Senior Customer Support Executive

We are looking for a Senior Executive with 5+ years of experience to ensure exceptional service and satisfaction across all patient interactions. The role involves managing patient onboarding, handling queries and complaints, conducting product/service demos, and ensuring feedback is effectively captured and addressed. The ideal candidate will have strong communication skills, a service-oriented mindset, and the ability to build lasting relationships with patients and customers.

Key Responsibilities:

Customer Interaction & Support

• Serve as the primary point of contact for patients and customers.
  
• Address queries through calls, emails, or in-person visits in a timely and professional manner.
  
• Manage patient onboarding and explain processes or product usage clearly.
  
• Conduct demos or walkthroughs of Litemed services and platforms when required.
  

Complaint Handling & Resolution

• Record, track, and resolve patient concerns or complaints efficiently.
  
• Coordinate with internal teams (Operations, Clinical, and Technical) for quick resolution.
  
• Maintain clear communication with customers until the issue is fully resolved.
  

Feedback & Continuous Improvement

• Gather and document patient feedback to assess satisfaction levels and identify improvement areas.
  
• Support the implementation of process improvements to enhance patient experience.
  
• Prepare periodic reports on common issues, resolutions, and feedback trends.
  

Relationship Management

• Build and maintain strong relationships with patients and client representatives.
  
• Follow up with customers post-service to ensure satisfaction and retention.
  
• Promote trust and a positive image of Litemed through proactive service.
  

Administrative & Reporting Support

• Maintain accurate records of interactions and transactions in CRM systems.
  
• Assist in compiling reports on patient engagement, feedback, and service quality metrics.
  
• Support other operational or customer-related initiatives as assigned.
  
  
  
  

Education & Experience:

• Bachelor’s degree in Healthcare, lifesciences etc
  
• 5+ years of experience in customer success, patient relations, or client servicing (preferably in healthcare, wellness, or medical device industry).
  

Key Skills:

• Excellent communication and interpersonal skills.
  
• Strong problem-solving and conflict resolution ability.
  
• Good understanding of customer experience management.
  
• Proficiency in MS Office and CRM tools.
  
• Highly organized with attention to detail.
  
• Empathetic, patient, and customer-focused mindset.