Customer Service Executive

Job Summary
We are looking for a motivated and detail-oriented Client Success Executive to join our team. In this pivotal role, you will serve as the essential link between the support team, physicians, and clients, ensuring the seamless operation and effectiveness of our reporting process. You will manage a variety of tasks throughout your shift, promptly addressing any issues to maintain high-quality service and client satisfaction. This position demands strong organizational skills and the ability to work efficiently in a fast-paced environment.

Key Responsibilities
You will be responsible for managing case routing by prioritizing cases based on urgency, modality expertise, physician availability, and case volume. This ensures that cases are handled efficiently and by the most appropriate personnel. Additionally, you will prepare weekly follow-up reports that highlight any challenges encountered during shifts. These reports support physician and client management and contribute to continuous improvement within the department.

Responding professionally and promptly to all incoming calls, emails, and complaints from physicians and clients is a critical part of your role. You will monitor work-lists using designated software to ensure turnaround time (TAT) requirements are consistently met. This involves proactive management and timely responses to any delays or issues.

Taking full ownership of daily work-lists is essential, ensuring that reports are delivered on time without compromising quality. You will conduct regular checks on pending tasks, including open tickets, and complete all shift duties promptly to facilitate smooth handovers between shifts. Collaboration with the technical team is also required to report and resolve any software issues experienced by clients, ensuring minimal disruption to service.

Required Qualifications
Candidates must hold a Bachelor’s degree from a reputable university and have at least two years of experience working with international clients. Strong leadership skills are necessary, as you will be expected to effectively lead and coordinate with team members.

Excellent verbal and written communication skills are essential. You should be proficient in multitasking, flexible in handling varying demands, and demonstrate exceptional telephone etiquette and customer service orientation. Time management, organizational skills, attention to detail, scheduling capabilities, professionalism, and a commitment to quality are all critical attributes.

Accurate typing and data entry skills are required, along with a basic understanding of medical terminology, which will be advantageous. The ability to schedule and register patients quickly and accurately is important. General computer literacy, including proficiency in Microsoft Office applications, is also expected.

Preferred Qualifications and Benefits
We offer a competitive market salary along with company-sponsored lunch and dinner. Our working environment is supportive and fosters professional growth. This is a full-time position based in Karachi, so candidates must have reliable commuting options or be willing to relocate prior to starting work.

This role provides an excellent opportunity to develop your career while contributing to a dynamic team dedicated to delivering exceptional client service. If you meet the qualifications and are ready to take on this challenge, we encourage you to apply.