Subject Matter Expert / Senior Customer Support / Client Servicing
- Fortune 500
- 4 - 9 years
- Bengaluru
- 3 days ago
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Job Description
Job Title: Senior Associate Client Servicing (Healthcare Captive Unit)
Location: Bangalore
Experience: 4 8 Years
Industry: Healthcare / Healthcare BPO / Captive Operations
Job Summary:
We are seeking a proactive and detail-oriented Senior Associate Client Servicing to manage client relationships, ensure seamless service delivery, and support healthcare operations within a captive environment. The role requires strong communication, stakeholder management, and domain knowledge in healthcare processes.
Key Responsibilities:
- Act as a primary point of contact for clients and internal stakeholders
- Manage end-to-end client servicing and relationship management
- Ensure timely resolution of client queries, escalations, and service requests
- Coordinate with internal teams (operations, quality, compliance) to ensure SLA adherence
- Monitor and track performance metrics, KPIs, and service delivery standards
- Conduct regular client reviews, status updates, and reporting
- Identify process gaps and drive continuous improvement initiatives
- Ensure compliance with healthcare regulations.
- Support onboarding of new clients and transitions
Required Skills & Competencies:
- Strong client servicing & stakeholder management skills
- Excellent verbal and written communication
- Experience in handling escalations and critical client interactions
- Good understanding of healthcare processes.
- Ability to multitask and manage high-pressure situations
- Analytical mindset with problem-solving skills
- Proficiency in MS Excel, reports, and dashboards
Preferred Qualifications:
- Graduate in any discipline.
- Experience in a captured/captive healthcare setup or healthcare BPO
- Knowledge of tools like CRM systems, ticketing tools, or healthcare platforms
Key Performance Indicators (KPIs):
- Client satisfaction (CSAT)
- SLA adherence & turnaround time
- Escalation management efficiency
- Process improvement contributions
- Quality & compliance adherence
Behavioral Competencies:
- Strong ownership and accountability
- Team collaboration and leadership support
- Customer-centric approach
- Adaptability and quick learning ability
Contact Point : Aditya : 8884777*** / 9380891*** / 7996772***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Customer Retention - Voice / BlendedEmployement Type: Full timeContact Details:
Company: Fortune 500 companiesLocation(s): Bengaluru
Keyskills: Voice Process Senior associate Client Servicing Escalations Client Handling Customer Service Solving Queries Customer Satisfaction Inbound Client Interaction Customer Relationship Client Support Client Retention Client Relationship Customer Handling
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