Customer Support Executive NonSales | US Shifts

Candidates typically face a three‑stage process: an online aptitude/English test, followed by a technical interview that evaluates communication, claim‑handling aptitude, and scenario‑based problem solving, and finally an HR round that checks cultural fit and shift availability. The difficulty is moderate; thorough preparation of basic aptitude and clear articulation of customer service experiences help candidates succeed.

Sagility India promotes a performance‑driven yet supportive culture where employees are encouraged to upskill through regular workshops and certifications. The company offers clear growth tracks, a balanced 5‑day work week with night‑shift allowances, and a collaborative environment that values employee well‑being.

Education: 10+2 / 10+3 / Any Graduate / Postgraduate (BE/BTech not eligible). Age: up to 27 years. Must have strong English communication skills. Willingness to work US night and rotational shifts. No minimum percentage specified; candidates with consistent academic record preferred. No active backlogs allowed at the time of joining.

Round 1: Online aptitude/English test → Round 2: Technical interview focusing on customer handling, claim scenarios, and communication skills → Round 3: HR interview assessing cultural fit, availability for night shifts, and salary expectations

Sagility India is a fast‑growing Business Process Management (BPM) and BPO services provider headquartered in Bengaluru. Founded in 2015, the company focuses on delivering end‑to‑end customer experience solutions for global insurance, healthcare and fintech clients. With a strong emphasis on technology‑enabled operations, Sagility has built a reputation for high‑quality service delivery, robust compliance frameworks and a culture that encourages continuous learning. The firm boasts a modern campus in AMR Tech Park, equipped with 5‑star infrastructure, 24‑x‑7 support facilities and a collaborative environment that nurtures fresh talent. The role of Customer Support Executive (Non‑Sales) is designed for fresh graduates who are comfortable handling US‑based insurance clients during night and rotational shifts. As a member of the Customer Success team, you will be the voice of Sagility, processing insurance claims, addressing policyholder queries, and ensuring that service level agreements (SLAs) are met consistently. The position offers a blend of voice and blended interactions, allowing you to develop strong communication skills while gaining exposure to the insurance domain. Key Responsibilities: 1. Respond to inbound calls and emails from US insurance customers with professionalism and empathy. 2. Accurately capture claim details, verify documentation, and initiate claim processing in line with client guidelines. 3. Resolve customer issues promptly, escalating complex cases to senior analysts when required. 4. Maintain strict adherence to quality standards and SLA metrics, ensuring high customer satisfaction scores. 5. Update CRM and ticketing systems with precise interaction logs and status updates. 6. Participate in daily team huddles and share best practices for handling challenging scenarios. 7. Provide feedback to process improvement teams based on recurring customer pain points. 8. Work flexible night and rotational shifts to align with US time zones. 9. Meet performance targets such as call handling time, first‑call resolution, and quality scores. 10. Contribute to knowledge‑base articles and FAQs to aid future interactions. Tech Stack & Tools: The role utilizes industry‑standard platforms such as Salesforce Service Cloud, Microsoft Dynamics, NICE inContact, and internal claim‑management portals. Basic proficiency in MS Office and familiarity with ticketing tools are essential. Growth Path: Starting as a Customer Support Executive, high performers can progress to Senior Executive, Team Lead, Operations Manager, or specialize in claims adjudication, quality assurance, or client relationship management. Sagility encourages internal mobility and offers regular training programs, certifications, and mentorship. Why Join Sagility? The company offers a competitive night‑shift allowance, performance incentives, two‑way cab facility, comprehensive medical and life insurance, and a vibrant work culture that values learning and employee well‑being. Freshers get a platform to build a global service mindset, work with cutting‑edge insurance processes, and accelerate their career in the BPO sector.