Customer Care (US Health Care)

We are seeking a highly motivated, tech-savvy, and empathetic Customer Care Executive to join our dynamic team in Gurugram. In this role, you will serve as the premier point of contact for our American customers, managing complex queries, resolving healthcare-related issues, and providing accurate product and service information. The ideal candidate blends exceptional verbal communication with high emotional intelligence and an adaptive mindset to navigate a modern, AI-integrated support environment.

Role & responsibilities

• Omnichannel Support: Manage a high volume of inbound customer calls, emails, and live chat queries with clinical professionalism and timeliness.
• Problem Resolution: Identify and assess complex customer needs, troubleshooting issues accurately to drive single-interaction satisfaction.
• Protocol Compliance: Follow established communication scripts, compliance workflows, and US healthcare protocols to guarantee consistent service quality.
• Modern Data Logging: Maintain fast, accurate, and comprehensive records of customer interactions, updating account files, and processing data within CRM platforms.
• AI Integration Support: Seamlessly collaborate with internal AI support tools and handle escalations originating from automated customer queries.
• Customer Engagement: Go the extra mile to delight customers, transforming routine interactions into world-class service experiences.

Preferred candidate profile

• Exceptional Communication: Flawless verbal and written English proficiency with an neutral or easily understood accent suitable for American patients.
• International BPO Pedigree: Prior experience working with top-tier international BPM/BPO companies such as Concentrix, TaskUs, Teleperformance, or WNS.
• US Customer Support Exposure: A proven track record of directly supporting and interacting with international clients, ideally based in North America.
• Accelerated Growth: Candidates who have demonstrated high performance by taking on additional leadership responsibilities early in their tenure.
• Role Diversity & Adaptability: Experience handling a diverse mix of voice, chat, back-end, and technically adaptive customer portfolios.
• AI Technical Comfort: Comfort navigating, troubleshooting, and resolving complex queries enhanced or flagged by AI support engines.
• Local Proximity: Candidates currently living in Gurugram or within easily accessible areas of Delhi NCR.