Customer Support Executive / Associate (CSE / CSA)

Job Description – Customer Support Executive

Company

Cadabams Group

Business Units

Cadabams Mindtalk & Cadabams Child Development Centre (CDC)

Job Title

Customer Support Executive

Experience

1 – 5 Years

Location

Bengaluru

Employment Type

Full-Time

About Cadabams Group

Cadabams Group is a leading mental healthcare and wellness organization providing comprehensive mental health, psychological, psychiatric, rehabilitation, and child development services.

As a Customer Support Executive, you will be the first point of contact for clients, parents, patients, caregivers, and other stakeholders. The role requires excellent communication, empathy, patience, and the ability to coordinate effectively with internal clinical and administrative teams.

Key Responsibilities

Customer Interaction & Support

Handle incoming calls, WhatsApp enquiries, emails, and other customer communication channels.

Understand customer/patient requirements and provide accurate information regarding services, appointments, centres, and processes.

Respond to queries in a professional, empathetic, and timely manner.

Handle customer concerns, complaints, and feedback effectively.

Ensure a positive and supportive customer experience from the first interaction.

Appointment & Enquiry Coordination

Coordinate new and existing patient enquiries and appointment requests.

Understand the customer's requirement and guide them to the appropriate service, department, or centre.

Coordinate with psychologists, psychiatrists, therapists, counsellors, doctors, and centre teams for appointments.

Follow up with leads/enquiries and maintain proper records.

Reschedule or cancel appointments as required while ensuring proper communication with the concerned teams.

Multilingual Customer Support

Communicate effectively with customers in multiple languages.

Fluency in English and Kannada is preferred.

Knowledge of additional languages such as Hindi, Tamil, Telugu, Malayalam, or other regional languages will be an added advantage.

Communicate with customers based on their language preference to ensure clarity and comfort.

Lead Management & Follow-up

Handle enquiries generated through calls, website, social media, campaigns, and other channels.

Follow up with prospective customers regarding consultations, assessments, therapy, rehabilitation, and child development services.

Maintain proper enquiry and follow-up records.

Ensure timely conversion of relevant enquiries into appointments.

Escalate high-priority or sensitive enquiries to the appropriate team.

Internal Coordination

Coordinate closely with the Front Office, Clinical Team, Centre Managers, Admissions Team, HR, and Management wherever required.

Ensure smooth communication between customers and internal teams.

Escalate clinical, emergency, billing, or service-related concerns to the appropriate authority.

Maintain confidentiality of patient/customer information.

Customer Experience

Ensure every customer interaction reflects the values and standards of Cadabams.

Demonstrate empathy and sensitivity while interacting with patients, parents, caregivers, and families.

Handle difficult or emotionally sensitive conversations calmly and professionally.

Collect customer feedback and highlight recurring concerns to the reporting manager.

Documentation & Reporting

Maintain accurate records of calls, enquiries, appointments, follow-ups, and customer concerns.

Update CRM/ERP or other relevant systems regularly.

Prepare daily/weekly reports on enquiries, follow-ups, appointments, and conversions as required.

Maintain proper documentation of escalations and resolutions.

Required Skills & Competencies

2–5 years of experience in Customer Support, Customer Service, Telecalling, Front Office, Healthcare Support, Hospitality, or a similar role.

Excellent verbal and written communication skills.

Strong multilingual communication skills.

Fluency in English and Kannada preferred.

Additional regional language proficiency will be an advantage.

Strong listening and interpersonal skills.

Empathetic and patient approach towards customers.

Ability to handle difficult customers and sensitive situations.

Good follow-up and coordination skills.

Basic computer proficiency and familiarity with CRM/ERP systems.

Good telephone etiquette.

Strong attention to detail and documentation skills.

Ability to work in a fast-paced healthcare/service environment.

Preferred Candidate Profile

The ideal candidate should be

Customer-focused and service-oriented.

Empathetic, patient, and emotionally mature.

Comfortable communicating with parents, patients, caregivers, and healthcare professionals.

Confident in handling high-volume calls and enquiries.

Good at understanding customer needs and providing appropriate guidance.

Capable of coordinating across multiple teams and locations.

Comfortable working with targets, follow-ups, and customer experience metrics.

Qualification

Minimum Qualification

Graduate in any discipline.

Candidates with experience in Healthcare, Hospitals, Mental Healthcare, Clinics, Child Development Centres, Education, Hospitality, BPO, Customer Service, or Telecalling will be preferred.

Key Performance Indicators (KPIs)

Number of enquiries handled.

Response and follow-up turnaround time.

Appointment booking and conversion rate.

Customer satisfaction and feedback.

Accuracy of customer/enquiry documentation.

Follow-up completion rate.

Complaint resolution and escalation management.

Quality of customer communication.

Coordination effectiveness with internal teams.

Reporting

Reports To

Centre Manager / Customer Experience Manager / Operations Manager

Work Environment

The candidate should be comfortable working in a healthcare and mental-health service environment, where interactions may involve patients, parents, children, caregivers, and individuals seeking psychological or psychiatric support.

Important

This role does not involve providing clinical advice or diagnosis. Clinical queries or concer