Customer Service Representative

About the Role

Optum India is seeking a Customer Service Representative to assist customers with their health benefits via chat and email.

Key Responsibilities

• Take chat messages from customers regarding health benefits.
• Support secure email inquiries.
• Assist customers with available health care benefits using personality and tools.
• Communicate online conversationally, promoting dialogue and establishing rapport.
• Adhere to online communication "dos and don'ts," avoiding poor grammar and lengthy explanations.
• Type at a pace of 30-35 words per minute (WPM).
• Provide product information, utilize service engagement skills, and efficiently use service resources.
• Demonstrate technology comfort and know-how, adeptly using the Associate Workspace and other tools.
• Maintain familiarity with App, Website, and SMS platforms to meet customer expectations.
• Interpret customer inquiries, responding with clarifying questions or statements.
• Adapt to continual changes in the messaging program.
• Maintain a healthy brand-to-consumer relationship, benefiting the consumer.
• Communicate primarily through messaging, leveraging its time flexibility and ability to maintain connection.
• Comply with all applicable Company policies and directives, including those related to work location, team assignments, work schedules, and flexible work arrangements.

Requirements & Tech Stack

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

Qualifications

• Any graduate except (Btech/ Medical degree).
• 18+ months of experience / Freshers would also be considered.
• 6+ months of international experience.

Preferred Qualifications

• Customer Service experience.
• Sales or account management experience.
• Familiarity with the Health Care/Insurance environment (medical terminology, health plan documents, or benefit plan design).
• Knowledge of social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations).