Senior Associate - Customer Care (148763)
Senior Associate - Customer Care (148763)
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Job Description
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 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
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 2-3 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 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
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 2-3 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
Required Experience:
Senior IC
Employment Type
Full Time
