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Assistant Manager - Customer Care
Date: Apr 15, 2025
Location:
Gurugram, HR, IN
Company:
maxlifeins
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Career Opportunities
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Position
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Assistant Manager – Customer Care
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No. of Positions
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1
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Department
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Operations
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Function
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Customer Care
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Location
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Gurugram 90C
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Key Responsibilities:
- Team Handling - He/she should have experience of team handling.
- Ensure adherence to documented processes, procedures and controls
- Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to address the team issues and resolved
- Publish MIS and Dashboards
- WIP management
- Able to make MBR Report (Monthly Business review)
- Track team activity daily and address the team issue.
- Maintain the team performance with NPS and accuracy score.
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Measure of Success:
- Customer satisfaction scores
- Agent satisfaction scores
- TAT of Customer/Agent query resolution as per defined SLA
- 100% compliance to standards.
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Desired qualifications and experience:
- Graduate with 3 years’ experience in operations / customer service
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Knowledge and skills required:
- Customer centricity
- Excellent communication skills
- Good command on excel
- Basic analytical skills
|
|
Career Opportunities
|
|
|
|
Position
|
Assistant Manager – Customer Care
|
No. of Positions
|
1
|
|
Department
|
Operations
|
Function
|
Customer Care
|
|
Location
|
Gurugram 90C
|
|
|
|
|
|
|
|
|
Key Responsibilities:
- Team Handling - He/she should have experience of team handling.
- Ensure adherence to documented processes, procedures and controls
- Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to address the team issues and resolved
- Publish MIS and Dashboards
- WIP management
- Able to make MBR Report (Monthly Business review)
- Track team activity daily and address the team issue.
- Maintain the team performance with NPS and accuracy score.
|
Measure of Success:
- Customer satisfaction scores
- Agent satisfaction scores
- TAT of Customer/Agent query resolution as per defined SLA
- 100% compliance to standards.
|
|
Desired qualifications and experience:
- Graduate with 3 years’ experience in operations / customer service
|
|
Knowledge and skills required:
- Customer centricity
- Excellent communication skills
- Good command on excel
- Basic analytical skills
|
