International Voice Process (US Healthcare)

Key Responsibilities:

• Customer Interaction

  : Engage with customers via phone, email, chat, or other communication channels to address inquiries, resolve issues, and provide information on products and services.

• Issue Resolution

  : Analyze customer issues, identify root causes, and offer timely and accurate solutions while maintaining professionalism at all times.

• Product & Service Knowledge

  : Gain and maintain a deep understanding of the company’s products, services, and processes to provide the best possible assistance to customers.

• Documentation & Record Keeping

  : Maintain accurate records of customer interactions, including inquiries, complaints, comments, and resolutions. Update customer profiles in the CRM system.

• Escalation Management

  : Escalate unresolved issues to higher-level support teams or management as needed, ensuring follow-ups are completed.

• Customer Feedback

  : Collect and relay feedback from customers regarding product performance and service quality to assist in process improvements.

• Multitasking

  : Handle multiple tasks simultaneously, including managing customer queries while adhering to strict response times and quality standards.

• Provide Technical Support

  : If applicable, assist customers with basic troubleshooting, resolving technical issues related to products or services.

• Follow-Up

  : Ensure follow-up on customer inquiries and issues to confirm customer satisfaction.

Required Skills and Qualifications:

• Communication Skills

  : Excellent verbal and written communication skills in English, with a neutral accent, suitable for dealing with US/UK customers.

• Problem-Solving Skills

  : Ability to handle difficult or complex customer inquiries and provide effective solutions.

• Experience

  : Previous experience in customer service, call center, or technical support is preferred but not mandatory for entry-level roles.

• Customer-Focused

  : A strong commitment to customer satisfaction with a positive attitude and the ability to remain calm in stressful situations.

• Technical Proficiency

  : Basic knowledge of computer systems, CRM software, and common office applications. Prior experience with helpdesk software is a plus.

• Cultural Sensitivity

  : Ability to understand and communicate effectively with customers from the US and UK, adapting your tone and style as needed.

• Time Management

  : Ability to work efficiently and meet performance metrics, including response time, resolution time, and customer satisfaction.

• Multitasking

  : Strong multitasking skills and the ability to handle a high volume of interactions with attention to detail.

Interview Location: Second floor .125, Ranganath Complex, above Greenline Travels, Madi Wala, Bangalore Karnataka.

Work Location: Bommanahalli