Role Description

Job Description

Job title

Customer Service Representative – Call Center (Level 2)

Reports to

Team Leader

Summary

The role of Customer Service Representative (Level 2) is primarily responsible for providing attentive customer services to providers. The representative will provide timely and accurate responses in a professional and courteous manner utilizing defined processes and guidelines. Responsibilities include answering routine inquiries, resolving issues, and delivering exceptional customer experiences.

Essential Functions

Using top-notch interpersonal skills, being able to understand customers’ inquiries or complaints and deal effectively with callers who may be frustrated or angry.
Handling inbound calls/outbound calls, voicemails, and emails from providers regarding a variety of requests related to perks, eligibility, network/authorizations, claims inquiry, claims escalations and reconsiderations / appeals.
Demonstrating and maintaining skilled oral and written communication with customers, co-workers and other stakeholders.




Navigating multiple databases simultaneously to research and create resolutions for providers.
Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections.
Identifying, researching, and resolving customer issues using different databases.
Follow-up on customer inquiries not immediately resolved.
Consistently meeting established performance and quality standards.
Participate in recommended or required continuing education seminars and training sessions as needed.

Additional Functions

Collaborate with other areas regarding call center related functions, inquiries, or issues.
Participate in special projects as requested.
Communicates clearly and concisely, with sensitivity to the needs of others.
Maintains the confidentiality of a

📌 Customer Support (Bengaluru)
🏢 Mphasis
📍 Bengaluru