Answer customer queries in a positive and effective manner, both via e-mail and over the phone

Identify and assess customers’ needs to achieve satisfaction

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Manage end-to-end support for cashless claims processing, including coordination with hospitals, insurance teams, and customers

Guide customers on claim submission requirements, approvals, and timelines

Follow communication procedures, guidelines, and policies

Take the extra mile to engage customers

Serve customers by providing product and service information and resolving product and service problems

Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution

Proven customer support experience, preferably in healthcare, insurance, or hospital claim services

Hands-on experience in handling cashless claims (TPA / insurer coordination, hospital desk support, etc.)

Strong phone contact handling skills and active listening

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multitask, prioritise, and manage time effectively