Senior Customer Service Associate

Job Description: Customer Service Executive – Travel Insurance

Department: Customer Service / Claims Support
Location: Goregaon West, Mumbai
Shift: Afternoon & Night Shift (Rotational)
Preferred Candidate Location: Western Line (Mumbai)

About the Role

We are looking for a dynamic and customer-focused Customer Service Executive with prior experience in the Travel Insurance domain to join our growing team. The ideal candidate will be responsible for handling customer queries, supporting policy issuance, and ensuring a seamless experience for our customers and travel partners.

This role requires flexibility to work in afternoon and night shifts, supporting our customers across different time zones.

Key Responsibilities

• Handle inbound and outbound calls related to product queries, policy details, and general customer assistance
• Coordinate effectively with internal stakeholders (claims team, underwriting, operations) to ensure timely query resolution
• Process policy issuance and quotations accurately and efficiently
• Maintain and update the daily productivity tracker to monitor performance and task completion
• Provide accurate information to customers regarding travel insurance products, coverage, and claim procedures
• Ensure high standards of customer service while adhering to company protocols and TAT (Turnaround Time) requirements
• Escalate complex queries to the appropriate team/department when required

Desired Candidate Profile

Experience:

• Prior experience in the Travel Insurance domain is highly preferred
• Experience in a call center or customer service environment will be an added advantage

Qualification:

• Graduate in any stream

Skills Required:

• Excellent verbal and written communication skills
• Strong problem-solving and multitasking abilities
• Good understanding of insurance products and processes (travel insurance preferred)
• Proficient in using CRM tools and MS Office (Excel, Word)
• Ability to work independently and as part of a team
• Detail-oriented with a focus on accuracy

Shift Flexibility:

• Must be comfortable working in afternoon and night shifts

Location Preference:

• Candidates residing on the Western Line (Mumbai) will be preferred for ease of commute

Work Location

Office Address: Goregaon West, Mumbai

Pay: ₹450,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person