Hiring For International Voice Process | Foundever | Hyd

Foundever; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Competitive annual CTC

Free transportation service within a 30km radius

Job summary

Foundever in Hyderabad, India is hiring for a customer service role focusing on inbound and outbound calls. The position requires exceptional communication skills in English and the ability to handle various customer inquiries regarding healthcare policies.

The role offers a 5-day work week with rotational days off, work during US business hours, and competitive compensation with transportation perks.

Qualifications

• Exceptional communication skills in English are required, both in written and spoken forms.
• Ability to handle inbound and outbound calls professionally and courteously.

Responsibilities

• Providing accurate and comprehensive benefits and claims information to customers.
• Managing inquiries via phone, email, and live chat courteously.
• Ensuring customer needs are understood and resolved effectively.
• Strictly following client processes and adhering to policies.

Skills

Fluent in business English (written and spoken)

Education

High School Diploma or equivalent required or any degree preferred

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 (night shift’s).

Compensation & Perks

• Competitive annual CTC.
• 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

• Providing accurate and comprehensive benefits and claims information to customers.
• Responding to telephone requests concerning policy coverage, claim status, and other policy‑related inquiries.
• Researching and discussing options regarding various aspects of an insured's policy and provider information, such as claim status and PDP application status.
• Efficiently accessing and utilizing multiple electronic systems to provide complete and accurate responses.
• Researching and executing correct procedures for sending notifications when claim adjustments are necessary.
• Enhancing and strengthening the relationship between the customer and MetLife.
• Clearly understanding and responding to providers in a dynamic, fast‑paced environment, while promoting MetLife's quality image.
• Performing all responsibilities consistently and professionally, utilizing strong verbal, interpersonal, and quality service skills.
• Handling inbound customer calls courteously, timely, and professionally, including managing inquiries via email and live chat.
• Actively listening to customers, understanding their needs, and resolving issues effectively.
• Escalating customer issues to appropriate staff and management for resolution as needed.
• Ensuring first call resolution through effective problem‑solving and call handling.
• Strictly following client program processes and performing all tasks courteously and professionally.
• Utilizing knowledge base resources and training to accurately answer customer questions.
• Creating and maintaining accurate customer records with detailed call information.
• Accurately documenting call resolutions in the appropriate systems.
• Strictly adhering to client processes for handling financial issues and inquiries.
• Complying with all requirements concerning confidential and personal information.
• Following all required scripts, policies, and procedures.
• Adhering to all attendance, work schedule, and scheduled training requirements.

Rounds of Interview

• HR Screening
• Online Assessment
• Manual Voice Assessment
• Operations Interview