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Vara - Customer Service Specialist India (based in Mumbai)

Permanent employee, Full-time · Mumbai, India
What we do
Better breast cancer screening should be a universal offering to every woman in the world. Vara’s AI-powered software platform, created with screening radiologists in Germany, mitigates much of the human subjectivity associated with reading mammography results—and reduces the repetitive work screening physicians are routinely subjected to—we’re making breast cancer screening more effective, more measurable, and more accessible for everyone, everywhere. By democratising access to early screening around the world, we deliver measurable impact backed by clinical evidence. We are partnering globally, to deliver breast cancer screening where it is needed most.

As the first company from Europe’s leading AI venture studio Merantix, Vara has grown since 2018 to become a 30-member international team. Our diverse team consists of highly motivated and ambitious entrepreneurs, healthcare professionals, and technology experts. 

Further information can be found on our website: www.vara.ai.

To strengthen our team in expanding to India, we are looking for you as a Customer Service Specialist (m/f/d) based in Mumbai. Together we are going to bring AI-powered screening to millions of women in India providing them with excellent state-of-the-art healthcare services.
Your role
As Customer Service Specialist (m/w/d) you will be the main point of contact for all women undergoing Vara’s mammography screening in India. You will also manage service requests coming from our partner mammography centers. You will work closely with our local Country Managers. The following tasks fall within your area of responsibility:

  • Handle our customer support: inbound phone calls and service requests via email and Whatsapp
  • Provide accurate, valid and comprehensive information to our customers and partners
  • Manage complaints by providing solutions and options within the time limits and following up to ensure resolution
  • Document all interactions within our ticketing system (Freshdesk)
  • Build and manage our knowledge base in English, convert service requests into knowledge base articles
  • Follow communication procedures, guidelines, and policies
  • Manage and coordinate escalations to our product team, translate escalated service requests from Hindi to English and explain them within the team
  • Perform follow-up calls with customers after they received their mammography
  • Assist in outbound marketing campaigns
  • Your career path: the prospect of building and leading your own local customer service team.
Your profile
  • Fluent in Hindi and English (any other local language is a plus)
  • Strong communication skills, ability to confidently talk to customers about women's health with discretion and very high empathy
  • Ready to go the extra mile to exceed customer’s expectations
  • Bachelor’s degree or above (no technical degree required)
  • Minimum 1 year experience in customer service, preferably in healthcare. Outstanding new graduates with customer service experience are also welcome to apply
  • Technical understanding, knowledge of customer service processes and CRM/ticketing systems
  • High level of honesty and integrity
  • Proactive and meticulous, able to work under pressure
  • A sense of responsibility and teamwork spirit
What we offer
  • Work flexibly
    In office? From home? Somewhere in between? Whatever you prefer.
  • Have time to relax
    Enjoy your vacation allowance and take the time you need to recharge - we won’t micro manage your time.
  • Competitive salary
    We regularly benchmark salaries within the tech and healthcare industry.
  • Develop your career
    Dedicate yourself to impactful projects and have regular, meaningful career development sessions with your manager.
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About us
We are an equal-opportunity employer and value diversity. We consider all applications equally regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity. We strongly encourage individuals from groups traditionally underrepresented in tech to apply, and we can help with immigration.
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Your application!
We appreciate your interest in the Merantix ecosystem. Please fill in the following short form. Should you have any difficulties in uploading your files, please contact us by mail at info@merantix.com.

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