Hiring For International Voice Process | Foundever | Hyd
- Foundever
- 0 - 5 years
- Hyderabad
- 19 days ago
- Email to a friend
- Report this job
Job Description
JOB DESCRIPTION
This role involves delivering exceptional customer service, primarily through inbound calls, addressing inquiries about healthcare policy provisions from employer-provided plans. Outbound calls are also conducted as dictated by client-specific processes.
Work-Life Balance: Enjoy a 5-day work week with 2 rotational days off
Global Shift Alignment: Work primarily during US business hours.
Compensation & Perks:
- Competitive annual CTC ranging from 3 lakh to 3.5 lakhs per annum
- Free transportation service available for commutes within a 30km radius
Education
- High School Diploma or equivalent required or any degree preferred.
Experience
We are hiring both fresher and experienced (should possess exceptionally great communication skills in English)
Skills & Knowledge
- Fluent in business English (written and spoken).
Key Responsibilities Include:
- Information Delivery: Providing accurate and comprehensive benefits and claims information to customers.
- Query Resolution: Responding to telephone requests concerning policy coverage, claim status, and other policy-related inquiries.
- Research & Support: Researching and discussing options regarding various aspects of an insured's policy and provider information, such as claim status and PDP application status.
- System Navigation: Efficiently accessing and utilizing multiple electronic systems to provide complete and accurate responses.
- Claim Adjustments: Researching and executing correct procedures for sending notifications when claim adjustments are necessary.
- Relationship Management: Enhancing and strengthening the relationship between the customer and MetLife.
- Provider Interaction: Clearly understanding and responding to providers in a dynamic, fast-paced environment, while promoting MetLife's quality image.
- Professional Conduct: Performing all responsibilities consistently and professionally, utilizing strong verbal, interpersonal, and quality service skills.
- Multichannel Support: Handling inbound customer calls courteously, timely, and professionally, including managing inquiries via email and live chat.
- Active Listening & Problem Solving: Actively listening to customers, understanding their needs, and resolving issues effectively.
- Escalation Management: Escalating customer issues to appropriate staff and management for resolution as needed.
- First Call Resolution: Ensuring first call resolution through effective problem-solving and call handling.
- Process Adherence: Strictly following client program processes and performing all tasks courteously and professionally.
- Knowledge Utilization: Utilizing knowledge base resources and training to accurately answer customer questions.
- Record Keeping: Creating and maintaining accurate customer records with detailed call information.
- Documentation: Accurately documenting call resolutions in the appropriate systems.
- Financial Compliance: Strictly adhering to client processes for handling financial issues and inquiries.
- Confidentiality: Complying with all requirements concerning confidential and personal information.
- Policy Adherence: Following all required scripts, policies, and procedures.
- Schedule Compliance: Adhering to all attendance, work schedule, and scheduled training requirements.
Rounds of Interview:
- HR Screening
- Online Assessment
- Manual Voice Assessment
- Operations Interview
Please ensure that you are mentioning Job Posting on the CV when you come for the walk-in interview.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Retention - Voice / BlendedEmployement Type: Walk-insContact Details:
Company: FoundeverLocation(s): Hyderabad
Keyskills: bpo fresher Blended Process night shift Customer Service Semi Voice Voice Process Inbound us shifts Communication Skills Customer Support Technical Support calling Customer Care International BPO
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