Who are we looking for
- Graduate individuals with excellent communication skills and minimum 2 years of experience in BPO/ Customer Service industry
- Analytical skills
- We are looking for experienced professionals to join our US Insurance Voice Operations team. This role involves handling inbound and outbound calls for policy servicing, claims support, and customer inquiries while ensuring compliance with client and regulatory standards.
Technical Skills
- Operating the computer- Intermediate
- MS Office - Intermediate
- Avaya/Phone Operating skills – Beginner
- Fluent in Spoken and written English with effective Business Communication
- Communication in neutral accent over phone
- Active listening and probing skills
- Basic knowledge of Insurance
- Typing Speed 30 WPM
Process Skills
- Respond to customer queries via inbound/outbound calls and emails within defined SLA's
- Record interaction using client system with proper classification
- Refer Knowledge base and perform task as per defined process
- Follow up and closure of interactions to ensure customer satisfaction
- Passionate about customer service
- Comfortable with Rotational shifts, extended working hours and weekly offs.
- Candidate should clear the V&A; and online typing tests
- Meet AHT, FCR, CSAT, and QA targets while adhering to process SLAs.
- Collaborate with onshore teams for escalations and complex case resolutions
What's in for you
- At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
- With the current chance, you will get to work with the team that has consistently been setting benchmarks for other deliveries
📌 Sr Customer Support Officer (India)
🏢 Mphasis
📍 India
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