Job Description

: for UHG CS - A4ME - CHATFunction : OperationsJob : Associate - A4ME- ChatLocation : Kolkata, West BengalReporting to : Team Leader, United Health GroupCandidate SpecificationsMust

• Any undergraduate, graduate, post graduate, diploma or equivalent
• Very Good written communication skills
• Previous experience in the health care processing/chat process is preferred.
• Experience of 1-2 years if not fresher willing to work with all parameters.
• Age between 18 yrs - 45 yrs.
• Residing in transport boundaries.
• Willing to work in night shifts a& late evening shifts.

Good to Have

• Call Center/Chat Experience.

Critical Skills Required

• Typing speed

= 30 wpm * Basic computer knowledge with proficiency in keyboard skills especially with numbers

• Ability to use the phone system.
• Customer Service and chat/email soft skills
• Knowledge of Products
• Knowledge of Procedures
• Familiarity with the computer basics.
• Good logical and analytical skills

Principal Job Responsibilities

• Quickly and accurately performing multi-tasks like documenting information, seeking information, problem solving and updating by researching on data,
• Demonstrate strong work ethics by maintaining confidentiality of information
• Answer client chats and assist customers with immediate response support needs, handle/route accordingly delivering support for all customers.
• Log Customer calls/chats.
• Provide first level support on medical insurance related queries using documented procedures.
• Identify and provide input on unique or recurring customer problems.
• Ensure proper escalation procedures.
• Ability to learn and apply detailed procedures
• Working effectively as a team member and facilitate cooperative environment

Selection Procedure:

• Candidates to undergo typing test and qualify as per the requirement stated above.
• Candidates must undergo a business writing skill assessment that will include basic comprehension, English writing skills.

• Post clearing the written English assessment the candidate will be interviewed by the Ops team (two rounds) for final decision.

• Redeployed employees too will have to go through the written English assessment and Ops interview rounds.

• Any deviation to the above will be on process head approval only

Inbound and Outbound Chat

Wipro