Customer Success Associate Escalations

As a Customer Success Associate Escalations, you will play a critical role in resolving complex and unforeseen customer issues across their lifecycle. Your ability to respond with empathy, professionalism, and strong problem-solving skills will be pivotal in ensuring customer satisfaction. You will serve as a trusted escalation point, strengthening customer trust and loyalty through thoughtful communication and effective resolutions. - Manage escalations across the customer lifecycle, including claim disputes, policy concerns, onboarding issues, and service-related complaints. - Act as the primary escalation point of contact, ensuring prompt, empathetic, and effective communication through both calls and emails. - Handle a mix of customer-facing communication channels (calls, emails, and other touchpoints) to ensure timely resolution of issues. - Collaborate closely with cross-functional teams to deliver accurate and consistent resolutions. - Provide clear, transparent, and empathetic explanations to customers regarding case outcomes or next steps. - Maintain detailed and accurate records of escalated cases for seamless tracking and reporting. - Engage with the medical team and actively participate in evaluation processes. - Identify trends and recurring issues in escalations, proactively suggesting process improvements. - Advocate for customers by understanding their needs and challenges, ensuring a customer-first approach. - Go the extra mile to transform challenging situations into positive experiences. 0 to 3 years of experience in customer success, support, account management, or customer-facing roles; freshers with strong communication skills are welcome to apply. Excellent written and verbal communication skills in English required, with proficiency in local languages considered an advantage. Strong problem-solving abilities, high levels of empathy and professionalism, ability to quickly learn and adapt to insurance products, and comfort in a dynamic, fast-paced environment are essential. Familiarity with CRM tools such as Zoho Desk, Salesforce, or similar platforms, basic understanding of health insurance or prior experience in the insurance industry, experience in a startup or high-growth environment, and academic or professional background in science are nice to have. In return, you will receive comprehensive health membership benefits for you and your family, a collaborative, inclusive, and supportive work environment, and opportunities for personal and professional growth in a rapidly evolving industry.,