Job Description
Career Opportunities
Position
Assistant Manager- Customer CareNo. of Positions1Department
OperationsFunctionCustomer ServiceLocation
Gurgaon – 90 CKey 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.
Desired qualifications and experience:
Ø Graduate with 2-3 years’ experience in Operations / Customer Care
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.
- Lead, mentor, and manage customer service teams.
- 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 servicing
- 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
