Customer Service Associate | Work from Office | IMS group

Dear Candidate,

Greetings from IMS Group!

We are currently hiring talented professionals with excellent English communication skills for Customer Service Associate For Ahmedabad location!

This role involves managing high-volume inbound calls from:

• Doctors
• Nurses
• Allied Health Professionals (AHP)
• Healthcare Assistants (HCA)
• Hospitals

You will handle queries, resolve concerns, and ensure a seamless caller experience while maintaining compliance with healthcare standards.

Job Details

Job Title: Customer Service Executive
Reporting To: Team Leader / Assistant Manager
Shift Timing: 5:30 AM to 2:30 PM IST/4:30 AM to 1:30 PM IST OR 10 PM to 7 AM IST/9 PM to 6 AM IST (Rotational)
Working Days: 5 Days
Location: Ahmedabad (On-Site)

Key Responsibilities

• Handle a high volume of inbound calls efficiently and professionally
• Address customer concerns and provide troubleshooting support over calls
• Deliver timely and effective solutions to complex queries
• Maintain accurate documentation of all customer interactions in the system
• Escalate unresolved issues to appropriate departments for prompt resolution
• Collaborate with internal teams (Operations, Technical Support, Sales)
• Stay updated on UK healthcare processes, policies, and service standards
• Ensure compliance with industry regulations and company policies
• Maintain professionalism and empathy while handling distressed or urgent cases
• Meet or exceed defined operational KPIs and service metrics

Skills & Qualifications

• Strong verbal and written communication skills
• Experience handling high-volume inbound calls
• Excellent problem-solving and troubleshooting skills
• Ability to multitask in a fast-paced environment
• Strong organizational and documentation skills
• Patient, empathetic, and customer-focused approach

Desired Attributes

• Ability to remain calm under pressure
• Strong interpersonal and collaboration skills
• Team-oriented mindset
• Adaptable to changing processes and customer needs
• Comfortable working rotational night shifts and weekly offs

About NHS Support (UK Healthcare Exposure)

• IMS supports NHS Professionals, the staffing partner to UK hospitals
• This role contributes to supporting the UK National Health Service (NHS)
• Training will be provided on NHS structure, terminology, and healthcare workflows
• Candidates should have readiness to understand the UK healthcare ecosystem

Why Join IMS Group?

• Global Workforce Solutions provider since 2006
• 3,000+ employees across India & Philippines
• Trusted partner to 200+ global brands
• ISO, GDPR & HIPAA certified organization
• Great Place to Work & IAOP recognized
• Structured career growth and training programs
• Opportunity to support the UKs National Health Service (NHS)
• Values-driven and inclusive work culture

Regards,

Vimal Thakor - Assistant Manager - Talent Specialist

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