Customer Care Support Coordinator

Naukri Expert Assist; United States; Remote; USD 42,000 - 68,000; Full time

Job summary

Raji Care LLC is seeking a Client & Care Support Coordinator for a remote role serving U.S. clients. The successful candidate will be the first point of contact, handling calls with professionalism, empathy, and clear American English communication.

Full training will be provided to learn our services and systems. Responsibilities include managing calls from prospective clients, families, caregivers, and professionals; documenting information precisely and escalating when needed; and conducting

Qualifications

• 2+ years of experience working with U.S. clients in a BPO or customer-facing role.
• Excellent spoken and written English with a professional telephone manner.
• Strong listening, interpersonal and customer-service skills.
• Ability to document calls accurately and escalate appropriately.
• Reliable high-speed internet and a professional remote setup.

Responsibilities

• Answer and manage incoming calls from prospective clients, existing clients, families, caregivers and professionals.
• Assess urgency and information needs, document accurately and escalate to the U.S. team as needed.
• Conduct regular well-being check-in calls with seniors to assess wellbeing and concerns.
• Communicate clearly and empathetically, ensuring callers are reassured and informed.

Skills

Clear English communication

Empathy

Active listening

Documentation

Remote work readiness

Professional telephone manner

Tools

CRM software

Job description

Details are as follows: -

Position

Client & Care Support Coordinator

Work Location

Remote/ WFH

Organization Name

Raji Care LLL

About Company

Raji Care LLC is a home care provider that services Oak Park, IL 60301. Home care services allow seniors to remain safely in their own home while receiving medical care or assistance with personal care and other daily tasks. Services vary, but some providers offer companionship services or skilled home health care services for individuals who require ongoing health monitoring, assistance with administering medications or wound care.

Job Description

Experience: 2 years of minimumworking with American clients in a BPO, customer-facing experience is required.
Shift: Evening/Night Shift (U.S. hours, primarily Chicago (Central) Time Zone)

About the Role

We are looking for an experienced and highly professional Client & Care Support Coordinator to support aU.S.-based home care company. The successful candidate will often be the first point of contact for people calling the company. Excellent spoken English, a clear and natural American-facing communication style, professionalism, empathy and good judgment are therefore essential. Full training on our services, systems and procedures will be provided.

Key Responsibilities

• Answer and manage incoming telephone calls, including calls from:
• Prospective clients and families enquiring about home care services.
• Existing clients or family members, including those raising concerns or complaints.
• Caregivers and prospective caregivers contacting the company.
• Healthcare professionals, referral sources and other business contacts.

Understand the nature and urgency of each call, obtain the relevant information, document it accurately and ensure it is passed to the appropriate person. For complaints or complex matters, the coordinator is not expected to resolve the issue personally. The role is to listen professionally and empathetically, gather the relevant information, reassure the caller that the matter will be escalated appropriately, and promptly notify the responsible U.S. team member.

Senior Well-Being Calls

Make scheduled well-being/check-in calls to seniors. These are friendly conversations of 5-10 minutes designed to check how the individual is doing, provide social interaction and identify any concerns that should be brought to the attention of the appropriate person. The successful candidate should be patient, warm, reassuring and comfortable speaking naturally with older adults.

Candidate Requirements

• At least 2 years' experience working directly with U.S./American clients.
• Excellent spoken and written English, with a clear and professional telephone manner.
• Strong listening, interpersonal and customer-service skills.
• Ability to communicate confidently with clients, families and caregivers.
• Empathy and patience when dealing with elderly clients.
• Ability to remain calm and professional when receiving complaints or difficult calls.
• Good judgment regarding when a matter requires escalation.
• Strong attention to detail and accurate note-taking/documentation skills.
• Good computer skills and ability to learn new software.
• Reliable high-speed internet connection and a professional remote-working environment.
• Previous U.S. healthcare, home care, senior care, care coordination or call-handling experience is advantageous.

Working Hours

This position supports a U.S.-based business and will normally operate according to the Chicago/Central Time Zone (CT). Candidates must be comfortable working U.S. hours, which will generally mean evening/night working hours in India. Exact shifts will be agreed according to operational requirements.

Training & Development

• Comprehensive training on company services and procedures.
• Training on call handling, escalation and documentation.
• Training on company systems and software.
• Ongoing support from the U.S. management team.
• Potential progression into a senior coordination or team-lead role as the business grows.