Customer Service

customer support executive

Key responsibilities of customer support executive
  • Answering inbound calls and handling customer enquiries under the client's brand.
  • Triaging enquiries and routing them to the right team.
  • Logging all interactions and notes in the CRM system.
  • Handling email and live chat enquiries within agreed SLAs.
  • Escalating complaints to the appropriate manager.

customer service representative

Key responsibilities of customer service representative
  • Managing day-to-day customer queries by phone, email and live chat.
  • Monitoring shared inboxes and responding within agreed SLA.
  • Maintaining and updating canned responses and knowledge base articles.
  • Tagging and prioritizing tickets in helpdesk tools (Zendesk, Freshdesk, Gorgias, HubSpot Service Hub).
  • Reporting on ticket volumes, response times and CSAT scores.

help desk support staff

Key responsibilities of help desk support staff
  • Providing first-line support across phone, email and chat.
  • Troubleshooting and resolving routine queries, escalating complex issues.
  • Maintaining accurate ticket records and following up until resolution.
  • Updating FAQs and support documentation based on recurring queries.
  • Coordinating with internal teams to resolve outstanding tickets.

virtual receptionist

Key responsibilities of virtual receptionist
  • Answering inbound calls and greeting callers under the client's brand.
  • Managing diary bookings, rescheduling and cancellations in the client's system.
  • Taking messages and ensuring same-day callbacks where required.
  • Managing waitlists, cancellation lists and short-notice fill-ins.
  • Producing daily call logs and missed-call reports.

treatment coordinator

Key responsibilities of treatment coordinator
  • Acting as the main point of contact for patients/clients through their treatment journey.
  • Sending treatment plans, consent forms and pre-treatment instructions.
  • Coordinating finance options, payment plans and deposits.
  • Booking and confirming multi-stage appointments.
  • Liaising with clinicians, technicians and external suppliers.

appointment scheduling coordinator

Key responsibilities of appointment scheduling coordinator
  • Managing real-time appointment booking, rescheduling and cancellations.
  • Coordinating diaries across multiple clinicians or staff members.
  • Sending confirmation and reminder calls to reduce no-shows.
  • Managing waitlists and short-notice fill-ins.
  • Keeping the CRM/practice management system accurately updated.

IF YOU FIND YOURSELF SUITABLE FOR ANY OF THIS POSITION, EMAIL YOUR CV TO HR@EXELSOLUTIONS.COM (MENTION THE POSITION FOR WHICH YOU ARE APPLYING IN THE SUBJECT LINE.)