Customer Support Associate

Skydrop; Bengaluru; On-site; INR 300,000 - 500,000; Full time

Job summary

Skydrop is looking for a customer support representative in Bengaluru, India. You will be responsible for solving customer queries via phone and email, handling claims, and ensuring customer satisfaction.

Ideal candidates have prior BPO experience, fluent communication skills in English and Hindi, and can adapt to varying customer needs. You will work in rotational shifts, engaging with customers to resolve issues effectively and efficiently.

Qualifications

• Prior experience in a call center (BPO environment) is mandatory.
• Proven customer support experience, preferably in healthcare or insurance.
• Ability to adapt to different customer personalities.

Responsibilities

• Answer customer queries primarily over phone and via email.
• Manage end-to-end support for claim-related queries.
• Ensure timely closure of product or service issues.

Skills

Customer support experience

Strong phone handling skills

Fluency in English

Fluency in Hindi

Excellent communication skills

Multitasking abilities

Job description

What you will be doing:

• Answer customer queries in a positive and effective manner, primarily over phone (voice process) and via email
• Identify and assess customers’ needs to achieve high levels of satisfaction
• Handle customer complaints, provide appropriate solutions and alternatives within defined timelines, and follow up to ensure resolution
• Manage end-to-end support for claim-related queries, including coordination with hospitals, insurance teams, and customers
• Guide customers on claim submission requirements, approvals, and timelines
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage and support customers
• Provide accurate product and service information while resolving customer concerns
• Resolve product or service issues by clarifying complaints, identifying root causes, selecting the best solution, and ensuring timely closure

What we are looking for:

• Prior experience in a call center (BPO environment) is mandatory
• Proven customer support experience, preferably in healthcare, insurance, or hospital claim services
• Strong phone handling skills with active listening (voice process role)
• Fluency in English and Hindi (mandatory)
• Customer-first mindset with the ability to adapt/respond to different customer personalities
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively
• Willingness to work in rotational shifts with rotational week offs (6 days working)