Senior Associate - Customer Care (147514)

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:

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 2-3years 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 and excelskills

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 29529 Cr. For more information please visit the company website at .

#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:

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 2-3years 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 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 29529 Cr. For more information please visit the company website at .

#ComeAsYouAre LGBTQIA and PwD candidates of all ages are encouraged to apply