Customer Relations Executive (Night Shift) - US Clients

Position

Customer Relations Executive (Night Shift) - US Clients

Experience Required

Minimum 3 years experience in customer service or client-facing roles with international calling exposure (US clients preferred). Excellent spoken and written English (neutral American accent preferred); strong grammar and skilled email etiquette. Demonstrable emotional intelligence, empathy, and active listening skills. Strong problem-solving and de escalation techniques; experience handling irate or distressed callers. Self-starter with ability to work independently under night-shift conditions. Solid interpersonal and soft skills: patience, tact, adaptability, and positive professional deportment. Cultural sensitivity and ability to personalize interactions for diverse US client populations. Comfortable with CRM systems, ticketing tools, and MS Office; quick to learn new software. Ability to analyze basic performance metrics and use them to drive improvement.

Eligibility

Handle inbound and outbound voice interactions with US clients (patients, providers, payers) during designated night shift, maintaining SLA and quality standards. Communicate clearly and professionally in American English across phone, email, and chat; document all interactions accurately in the CRM. Use empathy and emotional intelligence to assess client needs, defuse tension, and de-escalate complaints while maintaining professionalism. Diagnose issues,



provide solutions or appropriate escalation, and ensure timely resolution and follow-up. Personalize communication based on cultural sensitivity and client context to enhance client satisfaction and retention. Meet individual and team KPIs such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), quality scores, adherence, and attendance. Capture feedback, identify recurring issues, and propose process or knowledge-base improvements. Collaborate with cross-functional teams (billing, clinical, operations, quality) for root-cause analysis and corrective actions. Maintain confidentiality and comply with data protection and client-specific policies. Participate in coaching, training sessions, and performance reviews; contribute ideas for improving scripts, workflows, and service delivery.

Education

Bachelors degree or equivalent preferred.

Technical Skills

Experience in healthcare billing, revenue cycle management, or insurance-related support. Certification or training in customer service, conflict resolution, or emotional intelligence. Familiarity with HIPAA or US healthcare privacy/regulatory requirements.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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