About

We are seeking a professional customer support agency to manage the end-to-end customer care operations for one of our clients. The selected agency will be responsible for delivering responsive, empathetic, and effective customer service across multiple channels, acting as a trusted extension of our client’s brand. This partnership is critical to ensuring that our client’s customers receive timely resolutions, accurate information, and a consistently positive experience. What You’ll Do - Handle customer queries via phone, chat, and email - Provide functional and first-level technical support - Track and update cases in ticketing tools (e.g., Zendesk) - Ensure SLA compliance and follow up until closure - Maintain HIPAA and data privacy standards - Collaborate with internal teams for escalations What We’re Looking For - Experience handing US client support (voice-based) - Excellent spoken and written English; neutral/ US accent-adapted - Strong listening, problem-solving, and interpersonal skills - Experience with CRM/ticketing systems - Understanding about US Customers, US Culture and US phone, Chat and email etiquette. - Willingness to work rotational 24x7 shifts, including weekends/holidays Nice to Have: - Experience with pathology lab/healthcare clients - Knowledge of HIPAA, data security, and medical terminology Why Join Us? - Work with a leading US healthcare client - Professional growth opportunities in support, QA, or client success - Exposure to both functional and technical aspects of healthcare services