Customer Support Executive

Cent Health

Preventive. Predictive. Personal.

Job Description

Customer Relationship Executive (CRE)

Customer Experience / Operations • Full-time • Koramangala, Bengaluru

SHIFT 1

6:00 AM – 3:00 PM

SHIFT 2

1:00 PM – 10:00 PM

WORKING DAYS

6 Days/Week (incl. Sundays)

1 rotational off, Mon–Thu

ABOUT CENT HEALTH

Cent Health is a next-generation preventive health-tech platform focused on detecting serious diseases before

symptoms appear. By combining advanced diagnostics, AI, and deep health data, Cent Health helps individuals

identify risks for conditions like cancer, heart disease, and stroke at an early stage.

Founded by the team behind Practo, Cent Health is on a mission to shift healthcare from reactive to proactive and

preventive care.

ROLE SNAPSHOT

Role Customer Relationship Executive (CRE)

Location Clayworks, 371, 1st Cross Rd, Koramangala 3 Block, Koramangala,

Bengaluru, Karnataka 560034

Department Customer Experience / Operations

Employment Type Full-time

Experience 1–4 years in customer support, customer success, or relationship

management

ROLE OVERVIEW

We are looking for Customer Relationship Executives who are exceptional communicators and passionate about

delivering outstanding customer experiences. The ideal candidate will act as the primary point of contact for

customers, ensure timely resolution of queries, proactively manage relationships, and consistently drive high

customer satisfaction.

This role requires strong empathy, clarity in communication, problem-solving skills, and prior experience in customer

support or relationship management.

KEY RESPONSIBILITIES

Customer Interaction & Support

• Act as the single point of contact for customers across phone, WhatsApp, email, and other digital channels

• Handle customer queries, concerns, and complaints with professionalism and empathy

• Provide accurate information about services, processes, timelines, and next steps

• Ensure timely follow-ups and closure of all customer interactions

Relationship Management

• Build trust-based, long-term relationships with customers

• Proactively update customers on order status, delays (if any), and resolutions

• Anticipate customer needs and address potential issues before escalation

Issue Resolution & Escalation

• Own customer issues end-to-end until resolution

• Coordinate with internal teams (operations, sales, partners, tech, etc.) to resolve issues quickly

• Escalate critical or high-risk cases appropriately while keeping the customer informed

Customer Experience & Quality

• Deliver a consistently high-quality customer experience aligned with company values

• Capture customer feedback and insights to improve processes and service quality

• Contribute to NPS, CSAT, and customer retention goals

Documentation & Systems

• Maintain accurate records of customer interactions in Freshdesk (our CRM/ticketing system)

• Follow defined SOPs and compliance guidelines

• Meet response time and resolution SLAs

REQUIRED SKILLS & QUALIFICATIONS

Must-Have Skills

• Exceptional verbal and written communication skills

• Strong customer empathy and active listening abilities

• Ability to explain complex information in a simple, clear manner

• Proven problem-solving and conflict-resolution skills

• High attention to detail and follow-through

Experience

• 1–4 years of experience in customer support, customer success, or relationship management roles

• Experience handling customers via phone, chat, WhatsApp, or email

• Prior experience in service-based, healthcare, fintech, e-commerce, or consumer-facing industries is a plus

Tools & Systems

• This role will use Freshdesk as our primary CRM/ticketing tool — prior experience with Freshdesk is a strong

plus; familiarity with similar tools (Zendesk, Salesforce, etc.) also helpful

• Comfortable working with Google Workspace / MS Office

BEHAVIORAL ATTRIBUTES

• Customer-first mindset with a strong sense of ownership

• Calm and composed under pressure

• Highly organized with the ability to multitask

• Team player with strong coordination skills

• Willingness to work in fast-paced, dynamic environments

KEY PERFORMANCE INDICATORS (KPIS)

• First Response Time (FRT)

• Resolution Turnaround Time (TAT)

• Customer Satisfaction Score (CSAT)

• Net Promoter Score (NPS)

• Ticket Closure & Follow-up Compliance

WHAT WE OFFER

• Opportunity to be part of a customer-obsessed, high-growth organization

• Training and continuous learning opportunities

• Collaborative and supportive work culture

HOW TO APPLY

Send your updated resume to [Confidential Information] with the subject line 'Application – Customer Relationship

Executive.'

If you thrive on conversations, care deeply about customer experience, and love solving problems, we'd love to hear

from you.

Cent Health | Koramangala, Bengaluru | cent.health