Customer Service Representative

Primary Responsibilities:

• Take chat messages per day from customers who have questions about their health benefits
  • Support secure email inquiries
  • Use personality and available tools to help customers understand the health care benefits available to them
  • Communicate online in a conversational manner that promotes dialogue and establishes rapport. Associates must avoid poor grammar, misstatements, or lengthy explanations. Online writing requires an aptitude for knowing when to apply the dos and don’ts” of online communication
  • Type at a reasonable pace, with a typing speed of 30–35 words per minute (WPM)
  • Provide product information, use service engagement skills, and efficiently utilize service resources
  • Technology comfort and know-how: Associates must be adept at using the Associate Workspace, other technologies, and automation tools
  • App, website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate’s knowledge. Associates must maintain a high level of familiarity with the digital platforms consumers use
  • Read between the lines: Visitors may not have strong writing skills, requiring advocates to interpret the customer’s intent and respond with clarifying questions or statements
  • Adapt to continual changes as the department fine-tunes the messaging program
  • Maintain a healthy brand-to-consumer relationship through messaging communication, offering flexibility, continuity, and a superior customer service experience while enabling personalized interactions and meaningful business impact
  • Comply with the terms and conditions of the employment contract, company policies and procedures, and all applicable directives, including transfers, reassignment, shift changes, flexible work policies, alternative arrangements, or other business-driven decisions. The company may modify these policies at its discretion

Soft Skills: • General knowledge of computers and business operations
• Solid keyboard skills and experience using helpdesk, ordering, or CRM software
• Ability to succeed in a highly automated environment
• Dynamic and engaging written communication style
• Excellent interpersonal and business communication skills (verbal and written)
• Proven ability to communicate clearly and credibly
• Demonstrated ability to achieve service goals
• Strong self-motivation

Required Qualifications: • Graduate Degree: BBA / BCA / BA / B.Com / BSc (excluding BTech / B.E / B.Pharma)
• Experience Range: Freshers are considered; up to 18 months of preferred international BPO experience (Chat/Voice process)
• Proven attention to detail and quality-focused approach
• Strong analytical and comprehension skills
• Proficiency in verbal and written communication
• Willingness to work in a 24/7 rotational environment, including night shifts, weekends, and holidays

Preferred Qualifications: • Customer service experience
• Sales or account management experience
• Health care or insurance experience (familiarity with medical terminology, health plan documents, or benefit plan design)
• Knowledge of social work, behavioral health, disease prevention, health promotion, or behavior change, including experience with vulnerable populations

For quicker assistance, please share your profile with Manjula Acharya at acharya30@oprum.com and ensure your availability for a face-to-face interview.