Job DescriptionJob TitleSenior Associate - Customer CareLocationGurugram- 90 CDepartmentOperationsFunctionOperations – Customer ServiceReporting toDeputy 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.
Ø100% compliance toQuality Scores and Grievance KPI’s.
Desired qualifications and experience:
Ø Graduate with 1-2 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
About Axis Max Life Insurance
Axis Max Life Insurance Limited, formerly known as Max Life Insurance Company Ltd., is a Joint Venture between Max Financial Services Limited (“MFSL”) and Axis Bank Limited. Axis Max Life Insurance offers comprehensive protection and long-term savings life insurance solutions through its multi-channel distribution, including agency and third-party distribution partners. It has built its operations over two decades through a need-based sales process, a customer-centric approach to engagement and service delivery and trained human capital. As per the annual audited financials for FY2023-24, Axis Max Life Insurance has achieved a gross written premium of INR 29,529 Cr. For more information, please visit the company website at www.maxlifeinsurance.com.
#ComeAsYouAre LGBTQIA+ and PwD candidates of all ages are encouraged to apply
