International Caller

International Caller (US Time Zone)

• Job Location: Lahore, Pakistan (On-site; DHA Phase 3 / Model Town area)

• Company Name: Byonyks Pvt Ltd

• Company Careers Email Address: contact@byonyks.com (Or apply via the Byonyks Careers Portal – https://byonyks.com/careers/)

• Average Salary: PKR 70,000 to PKR 110,000 per month (Estimated market rate for specialized, late-night US healthcare support accounts in Lahore, highly dependent on fluency and night shift allowances)

Job Summary

The International Caller (Backup) provides vital after-hours support to US-based patients, ensuring clear, professional, and deeply empathetic communication regarding medical devices and related services. This role preserves continuity of operations during US business hours and serves as a reliable backup for our primary patient communication lines.

• Work Schedule: Shift runs from 3:00 AM to 12:00 PM (Pakistani Time) to align directly with US time zones.

Key Responsibilities

• Handle inbound and outbound calls with US-based patients during assigned early morning/night shifts.

• Communicate clearly and professionally in English, prioritizing patient comfort, trust, and understanding.

• Provide first-level, non-clinical support regarding medical device usage, general inquiries, appointment scheduling, and service coordination.

• Accurately document all patient interactions, call details, and outcomes within the CRM and internal systems.

• Escalate complex technical, clinical, or urgent matters to the appropriate internal teams according to established SOPs.

• Coordinate with internal technical support, field service, and operations teams to guarantee timely follow-ups.

• Maintain strict confidentiality and absolute compliance with HIPAA regulations and company data protection policies.

• Act as a dependable backup resource to ensure uninterrupted patient support during peak hours, staff shortages, or emergencies.

• Consistently adhere to approved call scripts, communication guidelines, and escalation protocols.

Required Qualifications

• Education: Bachelor’s degree or equivalent (Required).

• Experience: Prior experience in international calling, call center operations, or customer support. Experience specifically within healthcare or medical devices is a strong asset.

• Language Skills: Exceptional spoken and written English communication skills. The ability to engage confidently and empathetically with US patients is vital; a neutral or American-style accent is highly preferred.

• Technical Savvy: Working knowledge of CRM systems and baseline MS Office tools.

Skills & Competencies

• Excellent verbal communication and active listening capabilities.

• Clear pronunciation, professional tone, and a confident delivery in English.

• Strong attention to detail paired with accurate documentation habits.

• Ability to work independently and maintain focus during night/early morning shifts.

• Proactive problem-solving mindset and solid stress-handling capabilities.

• Professionalism, reliability, and quick adaptability to process changes.

Working Conditions

• Night/early morning shifts aligned with US time zones (3:00 AM to 12:00 PM PKT).

• Position Type: Full-time, Office-based / On-site.

• Location requirement: Candidates must be able to reliably commute to Lahore or plan to relocate prior to starting work.

• Occasional rotational shifts or extended hours may be required based on operational needs.

Performance Metrics

• Overall call quality and patient satisfaction scores.

• Accuracy, detail, and timeliness of call documentation.

• Full compliance with internal SOPs, HIPAA guidelines, and strict shift adherence.

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