Customer Service Call Back Specialist

3 weeks ago

Bengaluru, India DXC Technology Full time
Job Description:

We are seeking a Customer Service Call Back Specialist to join our dynamic team. As a Call Back Specialist, you will play a crucial role in ensuring exceptional customer service by efficiently managing calls that cannot be answered initially. Your primary responsibility will be to handle callbacks and gather the necessary information to route them appropriately.

Key Responsibilities:

- Domain Knowledge: Knowledge of BPO/KPO Industry and General Insurance/Workers Compensation Domain.- Handle Call Backs: Receive incoming calls that cannot be answered initially and ensure timely callbacks to customers.- Information Gathering: Listen to voicemails left by customers and gather essential information to determine the nature of the call and identify the associated claim.- Claim Identification: Utilize available resources and information to accurately map each call back to the corresponding claim.- Routing Calls: Forward the callbacks to the designated examiner based on the identified claim, ensuring efficient resolution of customer inquiries.- Escalation: In cases where a call back cannot be mapped to a claim, escalate the issue back to the onshore customer service team for further assistance.- Maintain Logs: Keep a detailed log of all calls, including the nature of the inquiries, outcomes, and any necessary follow-up actions taken. This information will be crucial for analyzing call trends and improving the service quality.- Future Responsibilities: As our operations evolve, there may be opportunities for the team to execute callbacks or handle live calls directly. Flexibility and willingness to adapt to changing roles and responsibilities will be essential.- Flexible Work Hours: Must be willing to work in US time zone (evening Shift).

Qualifications:

- Previous experience in a customer service or call center environment preferred.- Excellent communication skills, both verbal and written.- Strong attention to detail and ability to accurately document information.- Proficiency in basic computer applications and ability to learn new software systems quickly.- Ability to work efficiently in a fast-paced environment and handle multiple tasks simultaneously.- Strong problem-solving skills and ability to think critically under pressure.- Flexibility to adapt to changing job responsibilities and willingness to contribute to team goals.- Minimum Graduate – Preferred Gradation (B.Com / BBM / BBA/ B.Sc)

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