Assistant Manager - Customer Care
Date: Sep 26, 2024
Location: Gurugram, HR, IN
Company: maxlifeins
Job Description
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Career Opportunities |
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Position
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Assistant Manager - Customer Care |
No. of Positions |
1 |
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Department
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Operations |
Function |
Customer Care |
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Location
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Gurgaon - HO |
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Key Responsibilities: Ü Resolution of Queries: Ø Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreement’s Ø Ensure adherence to documented processes, procedures and controls Ø Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved Ø Ensure follow up with customers / Agents to ensure complete satisfaction Ø Publish MIS and Dashboards
Ü Data Analysis: Ø Help in Root cause analysis of Queries / Complaints received Ø Strictly follow the Escalation Matrix
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Measure of Success: Ø Customer satisfaction scores Ø Agent satisfaction scores Ø TAT of Customer/Agent query resolution as per defined SLA Ø 100% compliance to standards.
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Desired qualifications and experience: Ø Graduate with 2-3 years’ experience in Operations / Customer Care Ø The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers
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Knowledge and skills required: Ø Customer centricity Ø Good communication skills Ø Basic computer skills |
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Job Description
|
Career Opportunities |
|||
|
|
|||
|
Position
|
Assistant Manager - Customer Care |
No. of Positions |
1 |
|
Department
|
Operations |
Function |
Customer Care |
|
Location
|
Gurgaon - HO |
|
|
|
|
|
|
|
|
Key Responsibilities: Ü Resolution of Queries: Ø Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreement’s Ø Ensure adherence to documented processes, procedures and controls Ø Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved Ø Ensure follow up with customers / Agents to ensure complete satisfaction Ø Publish MIS and Dashboards
Ü Data Analysis: Ø Help in Root cause analysis of Queries / Complaints received Ø Strictly follow the Escalation Matrix
|
Measure of Success: Ø Customer satisfaction scores Ø Agent satisfaction scores Ø TAT of Customer/Agent query resolution as per defined SLA Ø 100% compliance to standards.
|
||
|
Desired qualifications and experience: Ø Graduate with 2-3 years’ experience in Operations / Customer Care Ø The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers
|
|||
|
Knowledge and skills required: Ø Customer centricity Ø Good communication skills Ø Basic computer skills |
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