Sr Associate - Customer Service

Career Opportunities

Position

Senior Assosiate - Customer Care No. of Positions 1

Department

Operations Function Customer Care

Location

Gurgaon - HO

Key Responsibilities:

Resolution of Queries:

Resolve all escalated (largely CEO escalations) complaints from Agent Advisor & Customers within the defined Service Level Agreement s

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 defined SLA

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

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.