Job Description
Job TitleSenior associate – Customer ServiceLocationGurugram 90CDepartmentOperationsFunctionOperations – Customer ServiceReporting toSenior Manager – Customer ServiceBand5JOB SUMMARY:
The Incumbent would be responsible for managing email backend vertical along with team of executives. The primary role is to ensure timely and accurate resolutions shared with customers on email and call. Problem understanding and solving by way of designing process and implement tech solves.
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
ÜData 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 Agent satisfaction scores
Ø TAT of Customer/Agent query resolution as per definedSLA
Ø100% compliance to standards.
