This role is for one of our clients
Company Name: Cloudium Software
Industry: IT Services and IT Consulting
Seniority level: Associate Level
Experience: 2+ yrs
Location: Kochi
Job Type: full-time
We are seeking skilled and customer-oriented Voice Associates to support one of our US Healthcare projects. This role is ideal for professionals with at least 2 years of experience in voice-based customer service, particularly supporting US customers. The successful candidate will be responsible for handling customer interactions with professionalism, empathy, and a strong commitment to service excellence.
The role requires excellent spoken English, an accent-neutralized communication style, and the ability to effectively engage with customers, members, and healthcare stakeholders. Candidates with prior experience in the US Healthcare domain will be highly preferred.
- Handle inbound and outbound customer interactions for US Healthcare customers through voice support channels.
- Provide accurate and timely assistance regarding healthcare-related inquiries, member services, benefits, claims, eligibility, and general support requests.
- Deliver exceptional customer service while maintaining high levels of customer satisfaction and professionalism.
- Understand customer concerns, identify issues, and provide appropriate resolutions in accordance with process guidelines.
- Document customer interactions accurately in internal systems and maintain complete records of conversations and resolutions.
- Adhere to established quality standards, compliance requirements, and service-level agreements.
- Escalate complex cases to relevant teams while ensuring proper follow-up and customer communication.
- Meet individual and team productivity, quality, and performance targets.
- Stay updated on process changes, healthcare policies, and client requirements.
- Collaborate effectively with team members and supervisors to ensure seamless service delivery.
- Minimum 2 years of experience in voice-based customer support, customer care, or contact center operations.
- Excellent verbal communication skills with a clear, professional, and accent-neutralized speaking style.
- Experience supporting customers from the US demographic through voice processes.
- Strong customer service mindset with the ability to handle customer interactions confidently and professionally.
- Demonstrated experience working in established enterprise or corporate environments with a stable employment record.
- Strong listening, comprehension, and problem-solving skills.
- Ability to multitask and navigate multiple systems while managing customer conversations.
- Good computer proficiency and familiarity with customer support tools and applications.
- Prior experience in US Healthcare processes is strongly preferred.
- Understanding of healthcare terminology, insurance benefits, claims processing, provider services, or member support.
- Experience working in healthcare customer service environments will be an added advantage.
- Familiarity with CRM platforms and contact center technologies.
Must-Have Skills
- Voice Customer Support
- Customer Service
- Accent-Neutralized Communication
- US Customer Handling Experience
- Call Center Operations
Preferred Skills
- US Healthcare Support
- Healthcare Claims & Benefits Knowledge
- CRM Tools
- Healthcare Member/Provider Support
This is an excellent opportunity to work on a leading US Healthcare project and gain exposure to global customer service operations. You will be part of a professional and collaborative team environment that values customer experience, continuous learning, and career growth while delivering high-quality support to healthcare customers and stakeholders.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
