US Customer Service Associate

Job Title: US Customer Service Associate

Location: Pune, Maharashtra (Onsite)

Shift: Rotational US PST Shifts

Experience: 3+ Years

About the Role

We are looking for experienced US Customer Service Associate to join our growing team in Pune. In this role, you will support healthcare networks and educational institutions across the United States by managing high volumes of inbound and outbound communications, scheduling appointments, handling customer inquiries, and providing exceptional customer service.

The ideal candidate should have prior experience supporting US-based customers, possess excellent communication skills, and thrive in a fast-paced call center environment.

Key Responsibilities

• Handle a high volume of inbound and outbound calls while maintaining excellent customer service standards.
• Assist patients, customers, students, and clients with scheduling appointments, answering inquiries, and routing requests to the appropriate departments.
• Respond to emails and voicemails communications accurately and professionally.
• Maintain accurate customer records and update information in internal systems.
• Perform data entry and administrative tasks with a high level of accuracy.
• Navigate multiple systems simultaneously while assisting customers.
• Follow established processes, compliance guidelines, and quality standards.
• Escalate complex issues to the appropriate teams when required.
• Meet daily productivity, quality, and customer satisfaction metrics.
• Maintain confidentiality of sensitive customer and patient information.

Required Qualifications

• Minimum 3+ years of experience in a US call center environment.
• Experience handling high-volume inbound and outbound calls.
• Excellent spoken and written English communication skills.
• Strong customer service and problem-solving abilities.
• Comfortable working with multi-line phone systems and multiple software applications.
• Strong typing, data entry, and computer skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Willingness to work rotational US PST shifts from the Pune office.

Preferred Qualifications

• Experience supporting healthcare, medical staffing, patient scheduling, or educational institutions.
• Familiarity with CRM, scheduling, or healthcare systems.
• Experience handling customer escalations and appointment scheduling.