Customer Support Executive

Company Description

Connect and Heal - CNH Care is a healthcare organization based in Bengaluru that provides holistic outcome-focused, patient-centric care. The company serves as the first point of contact for the healthcare needs of employees and their families through virtual and in-person care. With a subscriber base of over 6 million lives, Connect and Heal aims to provide a care continuum by offering integrated healthcare services, including acute and primary care, emergency response, chronic care management, preventive health checks, diagnostics, and hospital assistance.

Role Description

This is a full-time on-site role for a Customer Care Executive at Connect and Heal - CNH Care. The Customer Care Executive will be responsible for providing customer support, ensuring customer satisfaction, delivering exceptional customer service, and effective communication. They will also be responsible for sales-related tasks to promote the company's services.

Responsibilities:

• Handling customer queries via any support channel
• Approach all queries with customer centric attitude
• Offering exceptional customer service and satisfaction
• Help build and improve processes
• Adhere to set standards of TAT and SLA
• Demonstrates customer empathy during all interactions with customers.

Candidate requirements:

• 1 to 5 years’ experience in a customer support role
• Can handle verbal and non-verbal process (chat, email, phone)
• Excellent interpersonal skills
• Excellent written and oral communication skills in English and Hindi
• A quick learner
• Ability to make high quality decisions & Multi task.

Language Proficiency: English (Fully proficient), Hindi (working proficiency), Marathi & Telegu( limited working proficiency), Tamil & Kannada ( Elementary proficiency) 

CTC offered: 3.5 - 3.75 LPA

Location: Bangalore, HSR Layout

Executive - AR:-

 • Average ability on calling, spoken and written English with moderate medical billing knowledge. 

• Should be able to work independently with minimal supervision, on moderate and complex tasks with guidance from supervisors 

• Should be a team player and collaborate in solving the issues and problems. 

Roles & Responsibilities: 

• Ability to talk to insurance companies & check online for outstanding payments and document the conversation/ findings on patient account and assigned WP as per the standardization protocol with required accuracy. 

• Willingness to work in the night shift 

• Meet Compliance requirements like HIPPA etc. 

• Meet QMS and ISMS requirements 

• Meet productivity and quality standards.

Sr. Executive - AR:-

• Above average calling, spoken and written English skills, high medical billing knowledge 

• Should work independently, and with minimal supervision, on complex tasks with guidance from supervisors 

• Should be a team player and collaborate in solving the issues 

Roles & Responsibilities: 

• Ability to analyze a claim and talk to insurance companies & check online for outstanding payments and take necessary action, so that the claim is closed 

• Mentor and guide team members 

• Willing to work in Night shifts 

• Ensure required quality standards.

Analyst - AR:-

• Offers solutions, suggestions & improvements and also help on client specific reports to their immediate supervisor 

• Should be a team player, mentor the trainees and collaborate in solving the issues and problems 

Roles & Responsibilities: 

• Should have the ability to identify global issues, root cause of the problem and take corrective and systemic actions. 

• Ensure required quality standards. 

• Clear the rejections 

• Check whether the response is received in a timely manner 

• Check process dashboard on time; if any rejection found 

• Generate Insurance Collection summary report grouping by Insurance and sub-grouping. 

• Work on the denial bucket claims 

• Resolve the denied claims 

Sr. Analyst - AR:-

• Capable of handling minimum team of 5-10 

• Identify the global issues proactively and offer resolutions and recommendation to eradicate from reoccurring. 

• Should be able to mentor the team members 

• Ability to generate client specific reports and assist immediate supervisor on day to day operational needs. 

• Exceed individual productivity and quality standards as per org policy. 

• Assist team to achieve the minimum productivity and quality benchmark. 

• Should be a team player and collaborate in solving the issues and problems. 

Roles & Responsibilities: 

• Should have the ability to identify global issues, root cause of the problem and take corrective and systemic actions. 

• Ensure required quality standards. 

• Clear the rejections 

• Check whether the response is received in a timely manner 

• Check process dashboard on time; if any rejection found 

• Generate Insurance Collection summary report grouping by Insurance and sub-grouping. 

• Work on the denial bucket claims 

• Review EOB, post the denials and take appropriate action on the denials. 

• Resolve the denied claims.

Company Overview

Bluesapling is a fast-growing technology and digital transformation company based in Bangalore serving businesses across the globe through its world-class enterprise solutions. We are looking for people who are passionate about understanding customer needs and helping them adopt the Software solution to their advantage and a willingness to work on brand building at a young company.

Qualifications

- At Least graduation, preferably in commerce from prominent institute

- 0-1 years of experience in customer support

Skills

- High level of empathy and aptitude to help and resolve problems for others.

- Learning ability to understand the software from the end user’s perspective.

- Oral and written communication skills to help and train clients on using the software. Good hold on English and Hindi is a must.

- Knowledge of Malayalam & Telugu regional language is a must.

- Other desirable skills:

  - Preferably a female candidate 

  - Expressive and good communication skills

  - Good listener and empathetic disposition

  - Proactive in anticipating customer pain points and providing feedback to the product teams on feature usage and issues.

Roles & Responsibilities

Your objective will be to ensure that client is able to extract value of our solution to the fullest. You will be the first point of contact for the client and end users of the software. You will be responsible for successful transition of the customer to our solution, for client communication and coordinating with them for conducting feature demonstration and giving training sessions. You will be resolving client queries on a real-time basis. You will also report to Product team on any major issues that clients may be facing. Uphold established standards, processes and best practices in customer service. You are expected to continuously learn and build a knowledge base by reading books, understanding business, and empathizing with our customers.

Responsibilities

· Resolving technical support inquiries directly or indirectly through on-site and/or remote first-level support representatives.

· Performing routine assignments in the entry level to a professional job progression.

· Providing prompt recovery and problem escalation using multiple system management and problem management tools.

· Working closely with development teams, support teams and vendors to coordinate special operations, and communicate/escalate problems to meet assigned deadlines.

· Providing analytical support for the development & enhancement of system interfaces and develop/enhance those tools under technical direction from seniors.

· Assisting in daily support of the systems/products assigned, through early detection and pursuit of changes in system responses or operations.

· Working closely with support groups to refine system monitoring, reporting, and to assist them in their analysis and problem recovery.

· Providing prompt, clear, and timely communications; log, coordinate, and communicate problems using standard problem management and escalation procedures.  

Looking for a passionate Production Support Lead and team player who wants to learn, contribute and bring fun & energy to the team. We are a friendly startup where we provide opportunities to explore and learn a lot of things(new technology/tools etc.,) in building quality products using best-in-class technology.

Responsibilities :

·  Customer Relationship Management

·   Incident Management. Manage ticket queue and resolve it in timely manner.

·   Analyzing the incidents and either responding to the end user with a solution or escalating it to the other IT teams.

·  Troubleshoot minor and major system problems in a timely manner and escalate to L3 support when necessary.

·  SLA Management

·  Develop and maintain accurate technical and user documentation.

·  Working with QA to ensure the quality and timing of new release deployments.

Skills/Experience :

·  Strong analytical and problem-solving skills and interest in learning new things will be the key.

·  Excellent interpersonal skills handling internal and external customers

·  About 3 years of professional experience in providing product support in leading BFSI sector organisations

·  Experience in any DB (SQL/noSQL)

·  Testing Exposure will be an added advantage

• Gathering information and documentation from clients
• Helping clients fill out immigration application forms
• Drafting submission letters
• Reviewing all documents to ensure they are accurate and meet government requirements
• Ensuring that deadlines are met
• Tracking the status of each application and keeping clients updated

Job Responsibilities:

• Having a proactive customer support approach
• Testing product features as assigned
• Build & strengthen customer relationships
• Lead scoring and qualification
• Manage incoming chats, emails and handle appropriate follow-up calls and emails
• Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
• Demonstrate the value of the platform to our customers every day by providing amazing customer support
• Maintain existing customer success metrics and data as directed

Job Requirements:

• Excellence at Googling stuff and spoken English
• Ability to meet deadlines and decent depth of thought process
• Capable of operating without much supervision while still producing results
• Not being camera shy and great presentation skills
• Motivation to pursue customer success as a career
• Understanding the basics of customer support such as treating customers with respect, empathy, and understanding
• Technical understanding and ability to troubleshoot and resolve technical problems

Note: The applicant should be comfortable with both the timings, Day Shift Timings as well as the US Shift Timings.Shifts will be rotational.

Brownie Points If - You are great at video presentation and love engaging with customers through videos

Should be able to help user acceptance testing 

Skills Required:

• Strong interpersonal skills.
• Problem-solving attitude.
• Excellent communication skills.
• Aptitude for fostering positive relationships.
• Teamwork and leadership skills  

IndiaMART is offering an exciting Work from Home opportunity for Returning to Work Mothers/Females.

We are hiring #part-time #associate having #remote location who will assist IndiaMART’s buyers over call. You will be required to verify information from the buyer and update the same on the portal.

It is a #non-sales process but a #voice based calling process. You are expected to work a minimum of 4hrs a day.

All you need is good verbal #communication skills, laptop/desktop and broadband internet connection and above all, zeal to work.

An average associate working 8 hours a day earns about rupees 15,000/- to 25,000/- per month in this program. Additional incentives will also be provided based on the quality and output of your service.

Selection Process

• Online IndiaMART Aptitude Test
• Video Assessment

Mandatory Documents Required

• Address Proof - Aadhaar Card
• ID Proof - PAN Card
• Bank Details - Cancelled Cheque/Bank Statement/Passbook
• PWD/PH Certificate (if applicable)
• Passport size photograph

Responsible for planning, implementing and directing the sales activities of the company in a designated area to achieve sales objectives.

Duties and Responsibilities

• develop a sales strategy to achieve organizational sales goals and revenues
• set individual sales targets with the sales team
• delegate responsibility for customer accounts to sales personnel
• co-ordinate sales action plans for individual salespeople
• oversee the activities and performance of the sales team
• ensure sales team have the necessary resources to perform properly
• monitor the achievement of sales objectives by the sales team
• liaise with other company functions to ensure achievement of sales objectives
• evaluate the performance of sales staff
• provide feedback, support, and coaching to the sales team
• plan and direct sales team training
• assist with the development of sales presentations and proposals
• develop online sales platforms
• co-ordinate and monitor online sales activity
• investigate lost sales and customer accounts
• track, collate and interpret sales figures
• forecast annual, quarterly and monthly sales revenue
• generate timely sales reports
• develop pricing schedules and rates
• formulate sales policies and procedures
• help prepare budgets
• control expenses and monitor budgets
• maintain inventory control
• conduct market research and competitor and customer analysis
• analyze data to identify sales opportunities
• develop promotional ideas and material
• attend trade meetings and industry conventions
• cultivate effective business relationships with executive decision-makers in key accounts

Education and Experience

• business degree or related professional qualification
• experience in all aspects of planning and implementing sales strategy
• technical sales skills
• proven experience in customer relationship management
• knowledge of market research
• experience in managing and directing a sales team
• relevant product and industry knowledge

• solid understanding of digital sales platforms
• experience with relevant software applications

Key Competencies and Skills

• excellent written and verbal communication skills
• organization and planning
• problem analysis and problem-solving
• information management
• team-leadership
• formal presentation skills
• persuasiveness
• adaptability
• innovation
• judgment
• decision-making
• stress tolerance

Job Type: Full-time