Senior Customer Support Associate (Blended Process)

Job Description

Job Location: Rabale MIDC, Rabale, Navi Mumbai Work Mode: Work From Office (No pick-up and drop facility provided. Candidates must arrange their own transport.) Shift: Rotational Shifts & Rotational Week Offs Working Days: 5 Days a Week Candidate Requirements: Experience: Minimum 2 years in Technical Support or Customer Service (Voice & Chat) within an International BPO setup. Preferred: Prior experience or knowledge of US Healthcare processes and Electronic Medical Records (EMR) will be an added advantage. Communication Skills: Candidates must possess exceptionally strong verbal and written communication skills , with a neutral accent suitable for USA-based customers . Shift Flexibility: Willingness to work in rotational shifts and rotational week offs. Work Mode: Open to Work From Office as per company policy. Joining: Immediate joiners preferred. Transport: No pick-up and drop facility provided. Candidates must arrange their own transport. Roles and Responsibilities: Independently resolve customer issues via voice, email, and chat support. Provide outstanding technical support and customer service for international clients. Utilize Electronic Medical Records (EMR) systems for voice processing tasks (preferred) . Troubleshoot and resolve customer issues efficiently using strong analytical and problem-solving skills. Manage cases end-to-end while adhering to defined SLAs and process guidelines. Maintain high standards of professionalism, courtesy, and accuracy in all customer communications. Ensure timely follow-ups and updates to customers until resolution. Collaborate with internal teams and escalate complex cases where necessary. Desired Candidate Profile: Proficient in handling multiple communication channels voice, email, and chat. Must have excellent communication skills with a clear, neutral accent suited for US customers . Ability to perform well under pressure while maintaining accuracy and quality. Prior experience in international voice and chat support is essential. Preference will be given to immediate joiners.