International Voice Support

2 weeks ago

Mohali, Punjab, India Adecco Group Full time US$ 40,000 - US$ 80,000 per year

Job Title: Customer Support Executive US Health Insurance Voice Process

Location: Mohali

Employment Type: Full-time / Rotational Shifts (US Shift)

Experience Required: Minimum 1 year in an international voice process (preferably US healthcare/insurance)

About the Role:

We are looking for an experienced and customer-focused professional to join our US Healthcare Voice Process team. The role involves assisting US-based customers with health insurance queries, policy information, and claims support while ensuring exceptional service quality.

Job Responsibilities:

  • The Inbound Contacts Representative to represent the company by addressing incoming telephone, digital, or written inquiries
  • To perform varied activities and moderately complex administrative/operational/customer support assignments
  • Perform computations
  • Typically work on semi-routine assignments
  • To address customer needs, which may include complex benefit questions, resolving issues, and educating members
  • To record details of inquiries, comments or complaints, transactions, or interactions and take actions in accordance with them
  • Escalate unresolved and pending customer grievances
  • Make decisions primarily related to interpretation of area/department policy and determining methods for completing assignments
  • To work within defined parameters to identify work expectations and quality standards, with some latitude over prioritization/timing, and works under minimal direction
  • Follow standard policies and practices that allow for some opportunity for interpretation, deviation and/or independent discretion

Qualifications and Skills Required:

  • 3 years of Customer Service experience
  • Effective verbal and listening communication skills
  • Strong customer service orientation
  • Strong attention to detail
  • Strong typing and computer navigation skills
  • Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Education and Experience:

  • Associate's or Bachelor's Degree
  • Previous inbound call center or related customer service experience
  • Prior Healthcare experience
  • Education: Any Graduate
  • Experience: Minimum 1 year in an Inbound Offshore Process(International Process exp)
  • Communication: Minimum B2 level English communication skills (Voice evaluation assessment)
  • Work Environment: Willingness to work in rotational night shifts within a 24/7 operations setup.

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