Customer Relations Executive (Night Shift) - US Clients

Customer Relations Executive (Night Shift) - US Clients

• Minimum 3 years’ experience in customer service or client-facing roles with international calling exposure (US clients preferred). • Excellent spoken and written English (neutral American accent preferred); strong grammar and professional email etiquette. • Demonstrable emotional intelligence, empathy, and active listening skills. • Strong problem-solving and de escalation techniques; experience handling irate or distressed callers. • Self-starter with ability to work independently under night-shift conditions. • Solid interpersonal and soft skills: patience, tact, adaptability, and positive professional deportment. • Cultural sensitivity and ability to personalize interactions for diverse US client populations. • Comfortable with CRM systems, ticketing tools, and MS Office; quick to learn new software. • Ability to analyze basic performance metrics and use them to drive improvement.

• Handle inbound and outbound voice interactions with US clients (patients, providers, payers) during designated night shift, maintaining SLA and quality standards. • Communicate clearly and professionally in American English across phone, email, and chat; document all interactions accurately in the CRM. • Use empathy and emotional intelligence to assess client needs, defuse tension, and de-escalate complaints while maintaining professionalism. • Diagnose issues, provide solutions or appropriate escalation, and ensure timely resolution and follow-up. • Personalize communication based on cultural sensitivity and client context to enhance client satisfaction and retention. • Meet individual and team KPIs such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), quality scores, adherence, and attendance. • Capture feedback, identify recurring issues, and propose process or knowledge-base improvements. • Collaborate with cross-functional teams (billing, clinical, operations, quality) for root-cause analysis and corrective actions. • Maintain confidentiality and comply with data protection and client-specific policies. • Participate in coaching, training sessions, and performance reviews; contribute ideas for improving scripts, workflows, and service delivery.

Bachelor’s degree or equivalent preferred.

• Experience in healthcare billing, revenue cycle management, or insurance-related support. • Certification or training in customer service, conflict resolution, or emotional intelligence. • Familiarity with HIPAA or US healthcare privacy/regulatory requirements.