Call Center Customer Service Representative

Company Description Khushhi IVF (a unit of Jainika Fertility & Wellness Center) is Ahmedabad's leading IVF and fertility center, founded in 2019 by Dr. Dipesh Sorathiya, an IVF specialist with over 20 years of experience and international training from the UK and France. The center has supported more than 10,000 families across Gujarat in achieving parenthood through advanced, personalized fertility care. Khushhi IVF offers a wide range of treatments, including IVF, ICSI, IUI, PGT-A/SR, ERA, sperm DNA fragmentation testing, blastocyst culture, fertility preservation, azoospermia treatment, laparoscopy, and hysteroscopy. With locations in Thaltej, Ahmedabad and Anjar, Gujarat, the clinic focuses on ethical, evidence-based, and affordable fertility care. Compassionate support at every step is a core part of the patient experience.

Role Description This is a full-time, on-site role for a Call Center Customer Service Representative based at Khushhi IVF in Ahmedabad. The role involves handling inbound and outbound calls, responding to patient and inquiry queries, and providing accurate information about services, appointments, and procedures. The representative will schedule and confirm appointments, update patient records in internal systems, and coordinate with clinical and administrative teams to ensure smooth communication. Daily tasks include managing call logs, leads segregation, addressing concerns with empathy, escalating complex issues to relevant team members, and maintaining high standards of professionalism and confidentiality. The role also requires following call scripts and guidelines, meeting performance targets, and contributing to a positive patient experience.

Qualifications

• Strong customer-facing skills, including experience as Customer Service Representatives or in Customer Service roles.
• Ability to deliver effective Customer Support while maintaining a focus on Customer Satisfaction.
• Experience enhancing overall Customer Experience in healthcare or service-oriented environments.
• Excellent verbal communication skills in English, Hindi, and Gujarati, with clear and empathetic telephone etiquette.
• Comfort with using call center software, CRM tools, and basic computer applications (MS Office, email, online forms).
• High level of integrity, discretion, and respect for patient confidentiality and sensitive information.
• Strong organizational skills, attention to detail, and ability to manage high call volumes in a fast-paced setting.
• Prior experience in a hospital, clinic, or healthcare call center is an advantage; minimum high school diploma required, graduation preferred.

Skills Required
Ms Office, Email, CRM Tools