Customer Support Associate

What you will be doing:

• •Answer customer queries in a positive and effective manner, primarily over phone (voice process) and via email
• •Identify and assess customers’ needs to achieve high levels of satisfaction
• •Handle customer complaints, provide appropriate solutions and alternatives within defined timelines, and follow up to ensure resolution
• •Manage end-to-end support for claim-related queries, including coordination with hospitals, insurance teams, and customers
• •Guide customers on claim submission requirements, approvals, and timelines
• •Follow communication procedures, guidelines, and policies
• •Take the extra mile to engage and support customers
• •Provide accurate product and service information while resolving customer concerns
• •Resolve product or service issues by clarifying complaints, identifying root causes, selecting the best solution, and ensuring timely closure

What we are looking for:

• •Prior experience in a call center (BPO environment) is mandatory
• •Proven customer support experience, preferably in healthcare, insurance, or hospital claim services
• •Strong phone handling skills with active listening (voice process role)
• •Fluency in English and Hindi (mandatory)
• •Customer-first mindset with the ability to adapt/respond to different customer personalities
• •Excellent communication and presentation skills
• •Ability to multitask, prioritize, and manage time effectively
• •Willingness to work in rotational shifts with rotational week offs (6 days working)