Senior Customer Service Representative Job in Hyderabad at Optum

Optuum is hiring for the role of Senior Customer Service Representative!

Responsibilities of the Candidate:

• Take chat messages per day from customers who have questions about their health benefit
• Communicate online in a conversational manner that promotes dialogue and establishes rapport. Associate must avoid poor grammar, misstatements, or lengthy explanation. Online writing necessitates that associate have an aptitude for knowing when to apply the “dos and don’ts” of online communication
• Provide product information, use service engagement skills, and efficiently use service resources
• Technology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation tools
• App, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate’s knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is using
• Read between the lines.” Visitors don’t necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statement
• Adapt to continual change as the department fine-tunes the messaging program
• Advocates empathize with customers’ concerns and demonstrate understanding, striving to create positive interactions and build rapport. Maintain a healthy brand to consumer relationship that benefits member
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Requirements:

• Comprehensive knowledge about the company’s products or services, enabling them to provide accurate information and guidance to customers
• Proven ability to maintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging
• Proven ability to advocate troubleshoot customer problems and find solutions, utilizing resources and escalating issues when necessary to ensure timely resolution. Provide product information, use service engagement skills, and efficiently use service resources
• Proven ability to communicate effectively with customers, ensuring clarity and understanding while maintaining a professional and friendly tone. Type at a reasonable pace,30-45 words in a minute (WPM)