Customer Support Role

17 hours ago

BangaloreKarnataka, India BlackHardStone Full time

- Company: Tech Mahindra Ltd.

- Process: Multilingual Support - Healthcare Project

- Location: Work from Office - Tech Mahindra Ltd., Electronic City Phase II, Bangalore, Karnataka - 560100

- Employment Type: Permanent

Shifts:

- Rotational day shift: any 9 working hours between 10 AM - 10 PM

- Male employees: 24/7 rotational shifts

- Female employees: rotational day shifts between 6 AM - 8 PM

- Working Days: 6 days a week with 1 rotational weekly off

Required Skills & Qualifications:

- Strong written and verbal communication skills with a neutral Indian accent

- Ability to communicate calmly, professionally, and diplomatically with patients and co-workers

- Keen attention to detail, especially for checking patient details and updating correct information

- Proficient in customer service with active listening and comprehension skills

- Ability to build positive relationships with patients

Educational Qualification:

- Degree/10+3 years diploma pass/+2 (HSC) is the minimum qualification

- Freshers are welcome if they fall within the budget grid provided

Typical Duties & Responsibilities:

- Handle inbound and outbound calls & emails professionally, helping patients with booking appointments or responding to queries

- Speak fluently in English + Hindi and at least one regional language (Kannada, Gujarati, Marathi, Assamese, Bengali)

- Maintain excellent phone manners and demonstrate patient-centric service

- Ensure 100% documentation of all interactions

- Adhere to process guidelines: maintain required Quality & Average Handling Time (AHT)

- Stay updated with process knowledge, updates, and changes

- Work proactively, show flexibility, and take initiative

- Apply knowledge of medical terminology (desirable) and call center (CC) procedures

- Log in for total work hours of 9:00 hrs daily (including breaks) and production hours of 8:00 hrs

- Be punctual and adhere to break schedules

Language Combination Required:

- (English + Hindi) and any one regional language (Kannada, Gujarati, Marathi, Assamese, Bengali)

Compensation (CTC):

- Role & Band English + Hindi English + Assamese English + Bengali English + Gujarati English + Marathi

- Agent Exp (Fresher) U1 2,40,000 2,80,000 2,80,000 2,80,000 2,80,000

- Agent Exp (6-12 months) U1 2,70,000 3,20,000 3,20,000 3,20,000 3,20,000

Selection Process:

- Shortlisting based on profile & expected salary

- Interview rounds as per process requirement

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