Senior Customer Support Officer

Job Overview

We are seeking an experienced Senior Customer Support Officer to join our US insurance voice operations team based in Mangalore or Pune. This role involves managing inbound and outbound communications related to policy servicing, claims assistance, and various customer inquiries while strictly adhering to client and regulatory guidelines.

Key Responsibilities

• Handle customer queries through calls and emails within specified service level agreements (SLAs).
• Document customer interactions accurately using client systems with correct categorization.
• Utilize the knowledge base to execute tasks as defined by procedural guidelines.
• Ensure follow-ups and timely closure of interactions to achieve customer satisfaction.
• Maintain compliance with process metrics such as average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and quality assurance (QA) targets.
• Collaborate with onshore teams for escalation management and resolving complex cases.
• Work rotational shifts including extended hours and maintain weekly offs.
• Complete required verification and assessment tests, including typing tests.

Technical and Process Skills

• Proficient with intermediate level computer operations and Microsoft Office applications.
• Beginner skills in Avaya or equivalent phone operating systems.
• Fluent spoken and written English with capability in business communication and a neutral accent.
• Active listening and advanced questioning skills.
• Basic understanding of insurance concepts.
• Typing speed minimum 30 words per minute.
• Strong analytical skills to assist with customer issues effectively.

Behavioral Attributes

• Display positive energy and attitude toward work and customers.
• Ability to self-learn and adapt to new processes and technologies.
• Passion for delivering excellent customer service.

Qualifications and Eligibility

Candidates must be graduates with at least two years of experience in BPO or customer service sectors.

Employee Benefits

• Opportunity to develop technical skills and understand business dynamics in a technology-driven environment.
• Work with a high-performing team recognized for excellent customer satisfaction and timely project delivery.
• Experience an open, transparent culture encouraging innovation and experimentation.

About the Company

Mphasis is a globally recognized IT solutions provider specializing in Applications, Business Process Outsourcing, and Infrastructure Services. Known for high-quality service delivery and a strong client base, the company brings advanced technology expertise and process knowledge to enhance customer business processes with efficiency.