Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement’s
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 ensure that all local queries/complaints are resolved
Ensure follow up with customers / Agents to ensure complete satisfaction
Data Analysis:
Help in Root cause analysis of Queries / Complaints received
Strictly follow the Escalation Matrix
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 2-3 years’ experience in Operations / Customer Care
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:
Customer centricity
Good communication skills
Basic computer skills
Career Opportunities
Position
AM - Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurgaon - HO
Key Responsibilities:
Team handling and supervision
Production Support
Resolution of Queries:
Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement’s
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 ensure that all local queries/complaints are resolved
Ensure follow up with customers / Agents to ensure complete satisfaction
Data Analysis:
Help in Root cause analysis of Queries / Complaints received
Strictly follow the Escalation Matrix
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 2-3 years’ experience in Operations / Customer Care
The applicant should have Good English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers
