LifeWorks Hiring for Customer Service (Client Care Administrator) at Gurgaon Full Time

Customer Service (Client Care Administrator)
LifeWorks
Gurgaon, India
Permanent, Full Time
Work from Home at present
Night shift (5.30 pm to 2.30 am)

Lifeworks

LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform, LifeWorks by Morneau Shepell. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, LifeWorks by Morneau Shepell uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies – such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada – love to use.

Morneau Shepell employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.

Summary

The Customer Service role is combination of customer service activities and administrative tasks. The customer service provider (Titled as Client Care Administrator in LifeWorks) is responsible for providing administrative support to our clinical counsellors (service providers) within a fast-paced setting.
In essence, this role requires you to respond to incoming queries through email, call and chat and provide day-to-day administrative support to our clinical counsellors.

You will be provided with training to understand process and operations

Responsibilities

Coordinating case assignment: 40%

• Assigning appropriate service provider depending on service requested and client’s needs;
• Prioritizing case assignment based on level of urgency;
• Relaying confidential client information to service providers and communicating updated client information within time sensitive standards;
• Continuing case assignment throughout in all appointment booking process.

Managing and responding to incoming information requests: 30%

• Responding to incoming calls, emails and chats from service providers or internal customers in professional and timely manner;
• Researching the requested case information;
• Various requests such as: updating their availability; reassigning client cases; explaining procedures; directing them to appropriate departments;

Communicating with other teams and departments: 15%

• Consulting with Regional Managers regarding assignment of client cases, including issues such as service provider availability and appropriateness for cases;
• Consulting with members of other Care Access Centre teams regarding client needs;
• Membership in company committees dedicated to specific goals or projects.

Completing administrative tasks: 10%

• Managing and updating important documents and rosters for team use such as the Case Assignment Roster;
• Monitoring client cases for confirmation by service providers and placing reminder calls within standard timelines;
• Other administrative and monitoring tasks as required.

Performing other duties as assigned: 5%

Succeeding as a Client Care Administrator will require the following core qualifications and skills

• Flexibility to work shifts (including weekends, early, late shifts);
• Bachelor degree, community college diploma or equivalent post- secondary education;
• 0-2 years customer service experience, preferably in a social service and/or office environment;
• Excellent customer service skills;
• Exceptional prioritizing and multitasking skills;
• Excellent interpersonal skills and ability to work in a strongly team oriented environment;
• Solid written and oral communication skills, including the ability to communicate clearly to our clients and colleagues;
• Strong computer skills including familiarity with Windows applications;
• Ability to work in a fast-paced environment with multiple time sensitive deadlines;
• Bilingualism in Spanish and English is an asset.