Senior Associate - Customer Service

Career Opportunities – Grievance & Escalations

Position

Associate/ Sr. Associate / Assistant Manager - Customer Care No. of Positions 1

Department

Operations Function Customer Service

Location

Gurgaon – 90 C    

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  Internal quality scores

Ø  TAT of Customer/Agent query resolution as per defined SLA

Ø 100% compliance to standards.

Desired qualifications and experience:

Ø  Graduate with 1-2 years’ experience in Operations / Customer Care for Associate/ Sr. Associates and minimum 2-3 year’ of experience for Assistant Manager

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:

Key Responsibilities

• Manage day-to-day customer service operations for insurance customers.
• Handle customer queries, complaints, and escalations within defined TATs.
• Ensure high levels of customer satisfaction and service excellence.
• Coordinate with underwriting, claims, sales, and backend teams for resolution management.
• Monitor service metrics such as SLA, TAT, CSAT, NPS, and productivity.
• Drive process improvements and operational efficiency initiatives.
• Ensure compliance with regulatory and company guidelines.
• Prepare MIS reports, dashboards, and management presentations.
• Support digital transformation and customer experience enhancement initiatives.

Required Skills

• Strong understanding of insurance operations and customer handling
• Excellent communication and stakeholder management skills
• Team handling and people management experience
• Escalation and grievance handling expertise
• Analytical and problem-solving skills
• Knowledge of service quality metrics and process improvement
• Proficiency in MS Excel, PowerPoint, and reporting tools