Client / Product Support - International Voice Process

Job Profile - Client / Product Support

Experience:

Job Title:

Key Skill Requirements:

• Excellent verbal and written communication skills*
• Strong comprehension and understanding skills
• Capable of multitasking while demonstrating empathy and a solution-oriented approach
• Proficient in typing and comfortable with keyboard navigation

*Communication Requirement

Education Criteria:

In this role you will often be the first point of contact for our Contact Center and will play a critical role in the success of our customers. Daily, you drive customer loyalty to our company by educating users on the features and benefits of our products and resolving their issues in a timely and effective manner. This is one of the most important brand ambassador roles in Availity. By delighting customers with an exceptional support experience, you not only help retain their business with Availity, but also potentially bring in new customers through their positive referrals.

All associates in this role go through an extensive training program that provides the foundational knowledge necessary to resolve customer issues.

Your key responsibilities would be:

• Professionally manage inbound and outbound international customer calls.
• Ensure compliance with company policies and procedures during all customer interactions.
• Execute assigned tasks in line with the latest work instructions and process updates.
• Troubleshoot and resolve customer issues effectively and efficiently.
• Achieve daily productivity and quality targets consistently.
• Accurately document all customer interactions in the designated platform.
• Initiate post-call actions such as ticket submissions for password resets, account unlocks, etc.
• Ensure compliance with data integrity guidelines and the company's information security policies

Shift Timings:

Work Mode:

Work Days:

Work Location:

Compensation Package:

*Based on our policy

Other perks:

• Free transportation facility / travel reimbursement (where transportation facility cannot be provided)
• Subsidized food facility
• Wellbeing packages including company sponsored insurance coverages, outpatient care, preventive health checks and Employee Assistance Programs (EAP).
• Statutory benefits PF, ESI and Gratuity
• 24 days of paid time off + 12 paid holidays per year.

Assessment Process & Offer:

• Voice & Communication Skill Assessment
• Typing Test
• Operations Round (including Voice & Accent round)
• HR Fitment Round
• Offer discussion