Customer Support Executive

Company Description

Todays Dental Services focuses on delivering affordable, high-quality dental care while improving operational efficiency and building long-term relationships. The organization measures performance across Marketing, Finance, HR, Operations, and IT to support consistent, data-driven decision-making.

Guided by the golden principle and strong relationships with patients, partners, and the community, the organization strives for excellence in every interaction. Its structure includes Todays Dental Partners (DPO), led by Fortune 50 veterans providing centralized services, and Todays Dental Services (DSO), which offers comprehensive support to independent dental practices.

Team members collaborate in a professional, growth-oriented environment that supports both clinical and operational success.

Role Description

The Customer Support Executive is a full-time, on-site role based in Hyderabad. The position is responsible for managing inbound and outbound customer interactions through phone, email, chat, and other online channels, ensuring that patients and partner practices receive accurate and timely information.

Daily responsibilities include resolving inquiries related to appointments, billing, treatment information, and digital platforms, while escalating complex technical or operational issues when necessary. The role also involves tracking and documenting customer interactions, following standard operating procedures, and contributing to the continuous improvement of support processes and service quality.

The Customer Support Executive will collaborate closely with clinical, operations, and IT teams to provide consistent, patient-centered service and maintain high customer satisfaction levels.

Compensation and Incentives

• Probation-period salary: ₹20,000 per month for the first three months.
• Post-probation salary: ₹25,000 per month upon successful completion of the probation period.
• Performance incentive: USD 1 for every successfully booked appointment, subject to the company's appointment validation and incentive policies.
• Dress code: Semi-formal attire.

Work Requirements

• Candidates must have their own laptop.
• Having a personal headset is strongly preferred.
• Standard working hours are 5:30 PM to 2:30 AM IST.
• During US daylight saving time, working hours will be 6:30 PM to 3:30 AM IST.
• Candidates must be comfortable working night shifts aligned with US business hours.
• This is a full-time, on-site position based in Hyderabad.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service, with a focus on empathy, professionalism, and clear communication.
• Experience in maintaining customer satisfaction through the timely resolution of questions, concerns, and feedback.
• Proficiency in online support channels such as email, chat, and ticketing systems.
• Ability to provide basic technical support related to patient portals, online booking tools, and practice management systems.
• Excellent spoken and written English; proficiency in additional regional languages is an advantage.
• Comfort with using CRM or helpdesk tools and working with structured workflows and documentation.
• Strong organizational skills, attention to detail, and the ability to manage multiple inquiries simultaneously.
• Prior experience in healthcare, dental services, customer support, or a call center environment is preferred.
• A minimum of a high school diploma is required; a degree in Business, Communications, or a related field is beneficial.