Customer Success Associate - Escalations

In this role as a Customer Success Associate specializing in Escalations, you will be instrumental in resolving intricate and unforeseen customer issues throughout their journey. Your responsibilities will include managing sensitive insurance claim disputes, addressing policy-related inquiries, and handling unexpected escalations. Your ability to respond with empathy, professionalism, and strong problem-solving skills will be essential in ensuring customer satisfaction. By serving as a trusted escalation point, you will help build customer trust and loyalty through effective communication and resolutions. Key Responsibilities: - Manage escalations across the customer lifecycle, encompassing claim disputes, policy concerns, onboarding issues, and service-related complaints. - Serve as the primary point of contact for escalations, ensuring timely and empathetic communication through calls and emails. - Utilize various customer-facing communication channels to ensure prompt issue resolution. - Collaborate with cross-functional teams to provide accurate and consistent resolutions. - Offer clear, transparent, and empathetic explanations to customers regarding case outcomes. - Maintain detailed records of escalated cases for tracking and reporting purposes. - Engage with the medical team in evaluation processes related to escalated cases. - Identify escalation trends and suggest process improvements for enhancing the customer experience. - Advocate for customers by understanding their needs and ensuring a customer-first approach in all interactions. - Demonstrate flexibility and availability to support members in critical circumstances. What We Are Looking For: - 0 to 3 years of experience in customer success, support, account management, or customer-facing roles; freshers with strong communication skills are encouraged to apply. - Excellent written and verbal communication skills in English, with the ability to explain complex issues clearly. Proficiency in local languages is a plus. - Strong problem-solving abilities with a proactive approach to implementing solutions. - High levels of empathy and professionalism when handling sensitive or escalated customer scenarios. - Ability to quickly grasp nuances of insurance products, processes, policies, and medical reasoning. - Comfort working in a dynamic environment, including rotating day and night shifts. Nice to Have: - 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. - Academic or professional background in science. In return, you can expect: - Comprehensive health membership benefits for you and your family. - A collaborative, inclusive, and supportive work environment. - Opportunities for personal and professional growth in a rapidly evolving industry.,