Job Description

Job Description for UHG CS – A4ME - CHAT

Function     :    Operations                     

Job        :          Associate – A4ME- Chat

Location        :    Kolkata, West Bengal

Reporting to  :    Team Leader, United Health Group

Candidate Specifications

Must 

    Any undergraduate, graduate, post graduate, diploma or equivalent 
    Very Good written communication skills 
    Previous experience in the health care processing/chat process is preferred.
    Experience of 1-2 years if not fresher willing to work with all parameters.
    Age between 18 yrs - 45 yrs. 
    Residing in transport boundaries.
    Willing to work in night shifts a& late evening shifts.

Good to Have

    Call Center/Chat Experience.

Critical Skills Required

    Typing speed >=  30 wpm
    Basic computer knowledge with proficiency in keyboard skills especially with numbers
    Ability to use the phone system.
    Customer Service and chat/email soft skills
    Knowledge of Products  
    Knowledge of Procedures
    Familiarity with the computer basics. 
    Good logical and analytical skills 

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Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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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