Healthcare Voice process - Pune

Role Title : Process Associate / Sr. Process Associate

Reporting To : Team Lead

Essential educational Qualification and experience :

•Experience in voice processes
•Depending on language of call handled: Fluency in English.
•10+2/Any Graduation
•0-4 years’ experience in handling international customer on calls. (fresher Also can Apply)
•Multi-lingual skills are a strong plus.
•Must have excellent communication (written and oral) and customer service skills.
•Should be ready to work in shifts if needed

Essential skills

•Knowledge of customer service principles and practices
•Ability to analyze, escalate, or resolve customer questions within established protocols.
•Must be adaptable and show engagement through regular change.
•Experienced with both phone and written customer support.
•Intermediate proficiency with Microsoft Office and Google Suite apps (drive, Gmail, g-docs, g-sheets)
•Excellence in attention to detail and organization skills
•Ability to maintain professionalism when communicating with customers.
•Proven conflict resolution skills
•Demonstrated ability to collaborate within a team environment.
•Proven ability to learn quickly.
•Proven ability to produce consistent high-quality work.
•Proven negotiation skills and patience that create a positive customer
•Demonstrated critical thinking skills to facilitate problem solving and proactive error prevention.
•Proven time management and organizational skills
•Punctuality and self-discipline

Operational Responsibilities

•Perform inbound and outbound calls to answer queries
•Answer center specific and general queries – Center information, feedback/complaints, center change.
•Resolve Inquiries which are not contained by virtual assistant – smart IVR/ intelligent BOTDeals directly with internal and external customers via telephone (inbound & outbound) and electronic channels.
•Respond promptly to internal and external customer inquiries.
•Responsible for day-to-day work and adherence to process flows.
•Compliance with the obligations as Client Contractual agreement and other SOP requirements
•Ensures all the records and documents maintained as per organizational requirements.
•Reporting to the Team Lead on performance, query status and any escalations
•Participates in cross-functional and cross-business process improvement initiatives.
•Obtain and evaluate all relevant information to handle inquiries and complaints.
•Direct or escalate requests and unresolvable issues as needed.
•Assists with mentoring and training new employees (as required)