Customer Support Associate

Loop; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Loop in Bengaluru is seeking a customer support executive to handle voice and email inquiries in healthcare claim services. You will greet customers warmly, identify needs, and drive timely resolutions while coordinating with hospitals and insurers as needed.

The ideal candidate has call center experience, fluent English and Hindi, strong communication skills, and the ability to multitask in a fast-paced, rotational shifts environment.

Qualifications

• Prior experience in a call center (BPO environment) is mandatory.
• Healthcare, insurance, or hospital claim services exposure preferred.
• Strong phone handling skills with active listening.
• Fluent in English and Hindi.
• Customer-first mindset with adaptability to different personalities.
• Excellent communication and presentation skills.
• Ability to multitask, prioritize, and manage time effectively.
• Willingness to work in rotational shifts (6 days a week).

Responsibilities

• Answer customer queries over phone and email.
• Identify and assess customers’ needs to achieve satisfaction.
• Handle customer complaints with timely resolutions.
• Manage end-to-end support for claim-related queries with hospitals and insurers.
• Guide customers on claim submission, approvals, and timelines.
• Follow communication procedures and policies.
• Provide engaging and supportive customer service.
• Clarify complaints, find root causes, and ensure resolution.

Skills

Call center experience

Active listening

English fluency

Hindi fluency

Multitasking

Job description

• 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 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)