Customer Care (US Health Care)

Nextdim Tech Services; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Nextdim Tech Services in Gurugram seeks a Customer Care Executive to be the primary contact for American customers, handling complex queries, providing accurate product and service information, and delivering compassionate support in a fast-paced, AI-assisted environment.

You will manage calls, emails, and chat across channels, ensure protocol compliance with US healthcare guidelines, log interactions in CRM, and collaborate with AI tools to resolve issues on first contact while maintaining high

Qualifications

• Flawless verbal and written English with a neutral accent suitable for American patients.
• Experience with international BPM/BPO companies.
• US customer support exposure, ideally North America.
• Proven high performance with early leadership responsibilities.
• Experience handling voice, chat, back-end, and AI-assisted queries.
• Local to Gurugram/Delhi NCR area.

Responsibilities

• Omnichannel support: manage a high volume of inbound calls, emails, and live chats with professionalism.
• Identify and resolve complex customer needs, ensuring single-interaction satisfaction.
• Follow established scripts, compliance workflows, and US healthcare protocols.
• Maintain fast, accurate logs of customer interactions in CRM systems.
• Collaborate with AI support tools and escalate as needed.
• Delight customers and deliver world-class service.

Skills

Exceptional communication

Verbal English

Written English

Emotional intelligence

US healthcare protocols

Job description

We are seeking a highly motivated, tech-savvy, and empathetic Customer Care Executive to join our dynamic team in Gurugram. In this role, you will serve as the premier point of contact for our American customers, managing complex queries, resolving healthcare-related issues, and providing accurate product and service information. The ideal candidate blends exceptional verbal communication with high emotional intelligence and an adaptive mindset to navigate a modern, AI-integrated support environment.

Role & responsibilities

• Omnichannel Support: Manage a high volume of inbound customer calls, emails, and live chat queries with clinical professionalism and timeliness.
• Problem Resolution: Identify and assess complex customer needs, troubleshooting issues accurately to drive single-interaction satisfaction.
• Protocol Compliance: Follow established communication scripts, compliance workflows, and US healthcare protocols to guarantee consistent service quality.
• Modern Data Logging: Maintain fast, accurate, and comprehensive records of customer interactions, updating account files, and processing data within CRM platforms.
• AI Integration Support: Seamlessly collaborate with internal AI support tools and handle escalations originating from automated customer queries.
• Customer Engagement: Go the extra mile to delight customers, transforming routine interactions into world-class service experiences.

Preferred candidate profile

• Exceptional Communication: Flawless verbal and written English proficiency with an neutral or easily understood accent suitable for American patients.
• International BPO Pedigree: Prior experience working with top-tier international BPM/BPO companies such as Concentrix, TaskUs, Teleperformance, or WNS.
• US Customer Support Exposure: A proven track record of directly supporting and interacting with international clients, ideally based in North America.
• Accelerated Growth: Candidates who have demonstrated high performance by taking on additional leadership responsibilities early in their tenure.
• Role Diversity & Adaptability: Experience handling a diverse mix of voice, chat, back-end, and technically adaptive customer portfolios.
• AI Technical Comfort: Comfort navigating, troubleshooting, and resolving complex queries enhanced or flagged by AI support engines.
• Local Proximity: Candidates currently living in Gurugram or within easily accessible areas of Delhi NCR.