Virtual Engagement - Customer Support

Role & responsibilities

• Guide new subscription members through a smooth onboarding experience, ensuring they understand the value, features, and next steps of their chosen plan.
• Act as a coach and proactively guide customers throughout the membership lifecycle and help manage their chronic conditions, ensure adherence to doctor-prescribed advice, including medication schedules, prescribed tests, and follow-up consultations.
• Build and maintain strong member relationships through regular follow-ups, personalized guidance, timely support and reinforce long term loyalty.
• Address member queries, resolve concerns, and collaborate with clinical and cross-functional teams to ensure timely support.
• Drive timely renewals by consistently demonstrating the value and health outcomes delivered through the subscription.
• Maintain accurate customer records and interaction updates in CRM systems while adhering to defined quality and service standards.
• Identify and act on opportunities to upsell or cross-sell relevant Narayana One Health services, and refer customers to other suitable programs.

Preferred candidate profile

• Graduate in any discipline; 02 years of experience. Freshers with strong communication skills are welcome to apply.
• Excellent verbal and written communication skills in English, with proficiency in Kannada or another local language preferred given our diverse customer base.
• High empathy and a customer-centric approach able to genuinely understand and respond to customer needs and emotions.
• Ability to build rapport and influence customers through consultative, value-based conversations.
• Strong planning and organizing skills to manage follow-ups, appointments, and records accurately.
• Adaptability and sound judgement to handle unexpected situations, complaints, or conflicts with professionalism.
• Ability to explain plans and health-related information clearly to customers and, where relevant, their families.
• Proficiency in CRM software and Microsoft Office Suite.
• Familiarity with health care or chronic-condition management is a plus.