Job Description
Vibrantzz Management Services is a leading recruitment partner for premier international BPOs. We are currently hiring dedicated Customer Support Executives for a premium US Healthcare Process at a well-established BPO center in Malad, Mumbai. In this voice-based role, you will serve as the primary contact for customers in the United States, assisting them with a variety of healthcare-related inquiries. Your ability to provide clear, empathetic, and accurate support will directly contribute to high customer satisfaction in a vital and regulated industry. This is an excellent opportunity to build a career in international customer service with a structured growth path.
Key Responsibilities:
• Handle inbound voice calls from US-based customers, addressing inquiries related to healthcare plans, claims, coverage, billing, provider networks, and general policy information.
• Provide detailed, compliant, and patient-centric support while strictly adhering to call scripts, healthcare regulations (such as HIPAA), and data privacy guidelines.
• Accurately document customer interactions, issues, and resolutions in the customer relationship management (CRM) system.
• Consistently achieve and maintain high customer satisfaction (CSAT) scores and key performance indicators, including average handle time and first-call resolution.
• Collaborate with team leads and specialized departments to escalate complex cases and ensure timely issue resolution.
• Adapt to a flexible US shift schedule and maintain a professional, clear, and helpful communication style throughout your shift.
Skill Requirement
We are looking for confident, articulate communicators with a strong customer-first mindset and the resilience to excel in a fast-paced, international BPO environment. The ideal candidate possesses excellent spoken English, a helpful and empathetic demeanor, and the discipline to follow detailed processes. Readiness for night shifts and a stable work history are crucial for success in this role.
Required Skills & Qualifications:
• Educational Qualification: Minimum HSC (12th pass) or a Graduate degree in any stream.
• Experience: Minimum of 6 months of experience in an international BPO voice process is required. Exceptional freshers with outstanding communication skills may also be considered.
• Communication: Excellent spoken English with clarity, neutral accent, and strong interpersonal abilities.
• Shift Flexibility: Must be ready and willing to work US night shifts (flexible 9-hour shifts between 5:30 PM and 9:30 AM IST).
• Attitude: Patient, empathetic, and committed to delivering exceptional customer service.
Preferred Skills:
• Prior experience in a US healthcare, insurance, or medical billing process is a significant advantage.
• Basic familiarity with CRM tools and comfort in navigating multiple software applications.
What We Offer:
• Attractive Salary: ₹30,000 – ₹43,000 In-hand salary per month + Performance-based incentives.
• Transport: One-side cab transport provided for your convenience and safety.
• Benefits: Comprehensive benefits including Health Insurance, Paid Sick Time, Paid Time Off, and Provident Fund (PF).
• Growth Opportunities: Clear career progression paths in a structured, performance-driven environment.
• Supportive Culture: Work in a professional setting with initial training and ongoing coaching support.