Job Purpose

To deliver productive customer support through both voice and non-voice channels, ensuring timely and accurate resolution of health insurance and claims queries, and driving customer satisfaction by maintaining service quality standards.

Reporting Structure

(Attach org chart or specify reporting manager and team hierarchy.)

Principal Accountabilities
Query Handling: Address queries within agreed SLA and TAT.
Information Accuracy: Provide 100% accurate information on policy coverage, claim status, pre-authorization, and required documentation.
Escalation Management: Ensure proactive engagement with employees/customers to prevent the potential escalations.
Coordination: Work with internal teams to close the cases within SLA timelines.
Service Quality: Consistently achieve targets for C-SAT and E-SAT scores.
Feedback & Process Improvement: Identify recurring issues and provide actionable feedback to reduce repeat queries.
Client / Customer Engagement: Build trust through consistent engagement,



ensuring concerns are addressed before they turn into escalations.

Major Challenges
Managing high call and email volumes while maintaining quality standards.
Balancing SLA compliance with empathy-driven customer engagement.
Handling escalations effectively across multiple communication channels

Decisions
Resolve standard queries and complaints independently within defined authority.
Escalate unresolved or policy-related cases to higher authority

Interactions
Internal: Claims, Policy Servicing, IT, and Operations Teams.
External: Customers, TPAs, Insurers

Skills & Knowledge
Minimum Qualification: Graduation in any discipline.
Excellent communication and interpersonal skills.
Robust customer service mindset with patience and empathy.
Basic knowledge of TPA/Insurance processes (preferred).
Non-Voice Role: Query handling, robust written communication, email etiquette.

📌 Executive Call Center Chennai Nov'26
🏢 Vidal Health Insurance TPA
📍 Chennai