Job Description
Career Opportunities
Position
Senior associate- Customer CareNo. of Positions1Department
OperationsFunctionCustomerServiceLocation
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 3-4 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:
c
