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)