Helpline Executive

Onsurity is a rapidly growing employee healthcare benefits platform that provides flexible and customised healthcare subscriptions for SMEs, start-ups, and enterprises. We believe that access to healthcare benefits shouldn’t be a luxury. It is this philosophy that has strengthened our commitment towards making healthcare affordable and accessible for all.

Our subscriptions include discounts on medicine orders, health checkups, fitness plans, free doctor teleconsultations, and insurance, among other benefits. We believe in inclusivity which means our plans are not limited to full-time employees. We also cover contractual workers, interns, freelancers, and consultants.

We encourage you to read more about us on www.onsurity.com . You can also find us on LinkedIn , Instagram , and YouTube .

Below are stories that define our journey and showcase our commitment to democratizing healthcare across the country.

1. Onsurity is providing healthcare membership to SMEs with as low as three employees
2. The Journey Of Startups: Journey Onsurity
3. Cricketer Anil Kumble backs Onsurity as strategic advisor
4. Onsurity partners with Gulf Oil to offer healthcare to 10,000 truckers
5. 83% Indian Employees Unaware Of Employer-Provided Healthcare Benefits, Says Study
6. News: Onsurity secures $45M Series B round led by Creaegis — People Matters

We were also featured in the first season of Disney+ Hotstar's remarkable series, The Great Indian Disruptors.

Our strategic partner and investor, cricketing legend Anil Kumble, is actively involved in our mission to make healthcare more accessible. Anil Kumble recently graced us with his presence at Onsurity ’s Bengaluru office and engaged with our employees. He is passionate about our mission and has played an instrumental role in our journey so far.

Recently, Dun & Bradstreet India acknowledged our mission and conferred us with the Dun & Bradstreet Start-up 50 Trailblazer 2023 award.

About the Role

Role Overview:

We are seeking a dedicated and empathetic Helpline Executive to join our team. The ideal candidate will have prior experience in handling customer queries, providing support, and ensuring timely resolution of issues through phone, email, or chat channels. This role requires flexibility to work in a 24/7 rotational roster.

Key Responsibilities:

• Respond to inbound calls, emails, and chat inquiries from customers promptly and professionally.
• Provide accurate information and resolve customer issues within defined SLAs.
• Maintain detailed records of interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate department and follow up until closure.
• Ensure compliance with company policies and data protection guidelines.
• Contribute to process improvements and share feedback for enhancing customer experience.

Required Skills & Qualifications:

• Minimum 2 years of experience in a helpline, customer support, or call center environment.
• Strong communication skills (verbal and written).
• Ability to handle high-pressure situations with patience and empathy.
• Proficiency in MS Office and CRM tools.
• Problem-solving and multitasking abilities.
• Willingness to work in a 24/7 rotational shift environment.

Preferred Qualifications:

• Experience in [specific industry, e.g., banking, healthcare, telecom].
• Knowledge of ticketing systems and escalation processes.
• Fluency in multiple languages (English,Hindi).

Key Competencies:

• Customer-centric approach
• Attention to detail
• Team collaboration
• Time management