Helpline Executive

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

Job summary

Onsurity is seeking a dedicated Helpline Executive to support customers via phone, email, and chat. The role requires delivering timely, accurate information and resolving issues while maintaining detailed CRM records.

The ideal candidate has 2+ years in customer support, strong communication, empathy, and the ability to handle high-pressure situations in a 24/7 rotational roster.

Qualifications

• Minimum 2 years of experience in a helpline, customer support or call center environment.
• Strong verbal and written communication skills.
• Ability to handle high-pressure situations with patience and empathy.
• Proficiency in MS Office and CRM tools.
• Strong problem-solving and multitasking abilities.
• Willingness to work in a 24/7 rotational shift environment.

Responsibilities

• Respond to inbound calls, emails and chat inquiries promptly and professionally.
• Provide accurate information and resolve customer issues within defined SLAs.
• Maintain detailed records of interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate department and follow up until closure.
• Ensure compliance with company policies and data protection guidelines.
• Contribute to process improvements and share feedback to enhance customer experience.

Skills

Customer support

Communication

Problem solving

Multitasking

Empathy

Shift flexibility

Tools

MS Office

CRM tools

Job description

At Onsurity, we’re transforming employee healthcare & wellness benefits for modern businesses — making healthcare more accessible and affordable for employees and organisations.

We’re looking for dedicated and empathetic professionals to join our growing team as Helpline Executives.

About the Role

We are seeking a dedicated and empathetic Helpline Executive to join our team. The ideal candidate will have prior experience in handling customer queries, providing support and ensuring timely resolution of issues through phone, email or chat channels. This role requires flexibility to work in a 24/7 rotational roster.

Key Responsibilities

• Respond to inbound calls, emails and chat inquiries promptly and professionally.
• Provide accurate information and resolve customer issues within defined SLAs.
• Maintain detailed records of interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate department and follow up until closure.
• Ensure compliance with company policies and data protection guidelines.
• Contribute to process improvements and share feedback to enhance customer experience.

Required Skills & Qualifications

• Minimum 2 years of experience in a helpline, customer support or call center environment.
• Strong verbal and written communication skills.
• Ability to handle high-pressure situations with patience and empathy.
• Proficiency in MS Office and CRM tools.
• Strong problem-solving and multitasking abilities.
• Willingness to work in a 24/7 rotational shift environment.

Preferred Qualifications

• Experience in industries such as healthcare, banking or telecom.
• Knowledge of ticketing systems and escalation processes.

Role: Helpline Executive