Job Description
Career Opportunities
Position
Deputy Manager- Customer ServiceNo. of Positions1Department
OperationsFunctionCustomer ServiceLocation
Gurgaon – 90 CKey Responsibilities:
- Investigate, complaints (Missell) from policyholders in a fair, timely, and confidential manner.
- Act as a neutral mediator between complainants and the company’s departments to facilitate mutually agreeable solutions.
- Ensure compliance with insurance regulations, company policies, and ethical standards during dispute resolution processes.
- Collaborate with Customer Service teams to address systemic issues and improve customer satisfaction.
- Maintain thorough documentation and reporting of complaints, resolutions, and trends to management and regulatory bodies as required.
- Develop, implement, and regularly update complaint handling policies and procedures.
- Educate and train employees on complaint management, conflict resolution, and ethical practices.
- Monitor and analyze complaint data to identify recurring problems and recommend process improvements.
- Uphold confidentiality and impartiality in all dealings to maintain trust and credibility.
Measure of Success:
Ø TAT adherence as per the SOP
Ø100% compliance to standards.
Desired qualifications and experience:
Ø Graduate with 4-7 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:
Ø Customer centricity
Ø Good communication skills
Ø Basic computer skills
