US Voice Process

MDI NetworX is a global leader in business management solutions, providing innovative services to health plans, benefit administrators, and networks. Our mission is to reduce operational costs, enhance adjudication rates, and elevate customer service. We are committed to delivering high-impact solutions that drive efficiency and quality.

Position Overview:

• MDI NetworX is a dynamic and customer-focused Customer Service Associate to join our US Process International Voice team.
• The ideal candidate will be responsible for handling customer queries, resolving issues, and providing exceptional support via phone calls.
• This role requires excellent communication skills, problem-solving ability, and a customer-centric approach.

Key Responsibilities:

• Handle inbound and outbound calls to assist US-based customers.
• Address customer inquiries, resolve complaints, and provide appropriate solutions.
• Maintain professionalism and empathy while interacting with customers. Document all call details and follow-up actions accurately in the CRM system.
• Meet quality standards and key performance indicators (KPIs) such as call handling time, customer satisfaction, and first-call resolution.
• Adhere to company policies, compliance guidelines, and standard operating procedures.
• Work in rotational shifts, including night shifts, as per business requirements

Required Skills & Qualifications:

• Minimum High School Diploma or Bachelor's degree (preferred).
• Experience: 3-5 years of experience in an international voice process/customer service role.
• Communication: Excellent verbal communication skills in English.
• Basic knowledge of computer systems, CRM tools, and MS Office.
• Soft Skills: Strong problem-solving ability, active listening skills, and a customer-first attitude.
• Flexibility: Willingness to work in rotational shifts, including night shifts and weekends.