Company Description Roy Medical Assistance Pvt. Ltd. is a global medical assistance and international TPA company delivering end-to-end administrative and travel assistance solutions. The organization supports tourists, expatriates, embassies, insurance companies, and individuals across multiple countries, including India, Nepal, China, Maldives, UAE, Turkey, Thailand, Cambodia, Vietnam, Singapore, Indonesia, Myanmar, and Hong Kong. With a head office in New Delhi NCR and alarm centers in several countries, the company provides 24/7/365 support and coordinates care through a network of more than 5,000 international hospitals and 200 travel insurance partners worldwide. Roy Medical Assistance is recognized for scalable, efficient administration, market-leading assistance products and services, and a global provider network that offers extensive coverage for travelers. Its corporate divisions and partners emphasize growth through collaboration and a strong commitment to quality support and care worldwide. Role Description This full-time, on-site Customer Service Representative role is based in Gurugram. The Customer Service Representative will respond to inquiries from travelers, patients, insurance partners, and providers via phone, email, and other communication channels, ensuring timely and accurate information. Responsibilities include handling assistance requests, updating case details in internal systems,



coordinating with hospitals and service providers, and following standard operating procedures to ensure smooth case management. The role involves monitoring ongoing cases, providing status updates, escalating issues when necessary, and contributing to high levels of customer satisfaction and service quality. The representative will work closely with colleagues across offices and time zones, supporting a 24/7 assistance environment through scheduled shifts. Qualifications
• Strong customer-facing skills, including Customer Service, Customer Support, and Customer Experience
• Ability to maintain high Customer Satisfaction and effectively perform as Customer Service Representatives
• Excellent verbal and written communication skills in English; additional languages are an advantage
• Previous experience in customer service, call center operations, healthcare, insurance, or travel assistance preferred
• Comfort with working in a fast-paced workplace, handling multiple cases, and using CRM or case management systems
• Problem-solving mindset, attention to detail, and ability to remain calm and empathetic in urgent situations
• Willingness to work in rotational shifts to support a 24/7/365 assistance operation
• Minimum of a high school diploma; a bachelor’s degree in any discipline is beneficial

📌 Customer Service Representative (Gurugram)
🏢 Roy Medical Assistance
📍 Gurugram