Job Description
Career OpportunitiesPositionAssociate - Customer serviceNo. of Positions1DepartmentOperationsFunctionCustomer serviceLocationGurgaon – 90CKey Responsibilities:
Production Support
Resolution of Queries:
Resolve all escalated 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
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
