Job Description

Roles & Responsibilities: Roles & Responsibilities - Customer Support Executive (easyIME)

Appointment Management

Schedule, reschedule, or cancel immigration medical exam appointments for applicants.

Coordinate with U civil surgeons and clinic staff to match availability with applicant needs.

Maintain accurate applicant details and update records in the system.

Customer Assistance

Handle inbound calls, emails, and online inquiries regarding medical exams.

Provide applicants with details about doctors, locations, specialties, and required documentation.

Assist applicants with the information form and supporting documents

Communication & Follow-Up

Send appointment confirmations and reminders to reduce no-shows.

Manage waitlists, priority scheduling, and urgent requests from applicants.

Escalate urgent medical exam issues or rescheduling conflicts to senior staff.

Emergency Handling

Support applicants with urgent bookings, emergency referrals, or last-minute changes.

Coordinate with on-call doctors or triage staff when urgent care needs arise.

Professionalism & Service Quality

Maintain a courteous, supportive, and empathetic approach with applicants from diverse backgrounds.

Handle high call volumes or low-staffed shifts while ensuring service quality.

Provide feedback to management on recurring applicant issues for process improvement.

Mandatory Skills: Willingness to work US night shifts

(aligning with applicant & civil surgeon time zones).

Excellent verbal and written communication skills in English.

Strong listening and problem-solving abilities with an empathetic approach.

Proficiency in handling calls, emails, chats, and CRM tools.

Ability to multitask, prioritize, and manage workload.

Professional and patient-centric attitude with cultural sensitivity.

Desired Skills:

Prior experience in customer support roles.

Familiarity with USCIS/immigration-related terminology.

Knowledge of medical appointment scheduling systems.

Ability to remain calm and resourceful in urgent or escalated situations.

Strong organizational skills to manage multiple applicants simultaneously

Job Type: Full-time

Pay: ₹18,000.00 - ₹30,000.00 per month

Benefits:

Health insurance Leave encashment Paid sick time Provident Fund
Work Location: In person