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)