Associate L1

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Skills Required

• Customer service orientation

• Excellent English communication skills (verbal and written) with neutral accent

• Active listening skills

• Computer and keyboard skills (working knowledge of PCs e.g. MS Office)

• Teamwork

• Reasonable analytical skills

• Situation handling skills

• Good motivational fit (job, organization, location)

• Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required.

• Excellent verbal and written communication skilled with neutral accent.

• Good interpersonal and people handling skills with good problem-solving approach and solutions.

• Works independently, dependable with attention to details.

• Able to work with multiple systems.

• Excellent customer service skills.

• Expert knowledge of Member Services process in the healthcare industry

• Knowledge of client and end user requirement.

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Roles and Responsibilities:

• Handle inbound and outbound calls according to defined quality, standards, policies and procedures

• Deliver excellent customer service and ensure customer satisfaction in all calls

• Ensure accurate documentation of each call

• Attend to customer queries, concerns and complaints and provide first time call resolution

• Escalate calls to proper parties following proper protocols

• Ensure compliance to all company policies and procedures

• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems

• Keep all company information which includes customer information confidential and secured

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**Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**

	- Undertake product trainings to stay current with product features, changes and updates

	- Enroll in product specific and any other trainings per client requirements/recommendations

	- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

	- Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver NoPerformance Parameter Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed