Senior Associate - Customer Care (148837)
Senior Associate - Customer Care (148837)
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Job Description
Job Description
Career Opportunities
Position
Senior Associate- Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurugram 90C
Key Responsibilities:
Resolution of Queries:
Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreements
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
Publish MIS and Dashboards
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 definedSLA
100% compliance to standards.
Desired qualifications and experience:
Graduate with 1-2 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
Knowle
Job Description
Career Opportunities
Position
Senior Associate- Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurugram 90C
Key Responsibilities:
Resolution of Queries:
Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreements
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
Publish MIS and Dashboards
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 definedSLA
100% compliance to standards.
Desired qualifications and experience:
Graduate with 1-2 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 English Communication and Email skills
Basic computer skills
dge and skills required:
Customer centricity
Good English Communication and Email skills
Basic computer skills
Job Description
Career Opportunities
Position
Senior Associate- Customer Care
No. of Positions
1
Department
Operations
Function
Customer Care
Location
Gurugram 90C
Key Responsibilities:
Resolution of Queries:
Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreements
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
Publish MIS and Dashboards
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 definedSLA
100% compliance to standards.
Desired qualifications and experience:
Graduate with 1-2 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 English Communication and Email skills
Basic computer skills
Required Experience:
Senior IC
Employment Type
Full Time
