Customer Service Representative (Chat process)

Primary Responsibilities:

• Take chat messages per day from customers who have questions about their health benefits
• Support secure email inquiries
• Use personality and our tools to help customers through the health care benefits available to them.
• Communicate online in a conversational manner that promotes dialogue and establishes rapport. Associate must avoid poor grammar, misstatements, or lengthy explanation. Online writing necessitates that associate have an aptitude for knowing when to apply the dos and donts of online communication.
• Type at a reasonable pace, 30-35 words a minute (WPM).
• Provide product information, use service engagement skills, and efficiently use service resources.
• Technology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation tools.
• App, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate's knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is using.
• Read between the lines." Visitors don’t necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statement.
• Adapt to continual change as the department fine-tunes the messaging program.
• Maintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging. Unlike other forms of communication, messaging grants both you and the consumer time flexibility, and keeps you connected even after the immediate question has been answered. The result is a superior customer service experience for the consumer, and a superior professional experience for you - where you can personalize your interactions and have a meaningful impact on our business.

Required Qualifications:

• Any Graduate - (Except B.Tech & M.Tech)
• Overall 6 months to 2 years of experience.
• 6 months -1 years of international experience voice and Chat process.
• Freshers are welcome to apply.

Preferred Qualifications:

• Customer Service Experience
• Sales or account management experience
• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)

Soft Skills:

• General knowledge of computers and business operations
• Proven ability to communicate articulately and credibly
• Solid keyboard skills and experience using helpdesk, ordering or CRM software
• Demonstrated ability to achieve service goals
• Success in highly automated environment
• Dynamic and engaging written communication style
• Excellent interpersonal and business communications skills - verbal and written
• Demonstrated self-motivation