Customer Support Associate

Job Summary

We are looking for a Customer Services \& Patient Onboarding Executive to join our Customer Services \& Onboarding team. The role involves interacting with patients, caregivers, doctors and internal teams to understand concerns, provide timely resolutions, coordinate patient onboarding and ensure a smooth end-to-end customer experience.

Candidates with experience in healthcare, pharma, patient care, customer support, patient coordination or CRM operations are preferred.

Key Responsibilities

• Handle inbound calls from patients, caregivers, doctors and families.
• Understand customer/patient concerns and provide appropriate solutions within defined timelines.
• Coordinate with patients, doctors, caregivers and internal Lupin teams for smooth service delivery.
• Handle and resolve customer and field complaints through proper follow-up and coordination.
• Use email and chat channels to understand issues and provide timely resolutions.
• Ensure regular follow-ups until customer/patient concerns are completely resolved.
• Maintain accurate records of customer/patient interactions in the CRM platform.
• Process customer/patient accounts and maintain relevant documents and records.
• Complete patient assignments to coaches within the required timeline.
• Communicate any special patient requirements or requests to the concerned coaches/team members.
• Coordinate with Field, LCM, NC and HC teams to ensure smooth program operations.
• Maintain accuracy, confidentiality and quality while handling patient information.
• Follow established SOPs, processes and service standards.

Pay

Up to ₹33,000.00 per month

Application Question(s)

• What is your Notice period
• Current CTC

Experience

• Domestic voice process: 1 year (Preferred)
• Non-voice: 1 year (Preferred)

Work Location

In person