Senior Associate - Customer Care
Date: Apr 15, 2025
Location: Gurugram, HR, IN
Company: maxlifeins
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Job Description |
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Job Title |
Associate - Customer Service |
Location |
Branch Name |
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Department |
Operations |
Function |
Customer Service |
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Reporting to |
Senior Manager/ Manager - Customer Engagement |
Band |
5 |
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Key Responsibilities: Ü Resolution of Queries: Ø Resolve all escalated 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
Knowledge and skills required: Ø Customer centricity Ø Good communication skills Ø Basic computer and excel skills
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About Axis Max Life Insurance Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a Joint Venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.
#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply |
|
Job Description |
||||
|
Job Title |
Associate - Customer Service |
Location |
Branch Name |
|
|
Department |
Operations |
Function |
Customer Service |
|
|
Reporting to |
Senior Manager/ Manager - Customer Engagement |
Band |
5 |
|
|
Key Responsibilities: Ü Resolution of Queries: Ø Resolve all escalated 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 and excel skills
|
|
About Axis Max Life Insurance Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a Joint Venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.
#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply |