Position: Process Associate – Customer Service
Location: Pune
Roles & Responsibilities:
Operational Management:
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Supervise daily operations of the customer service team, ensuring adherence to policies, procedures, and performance standards.
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Respond to customer inquiries in a timely, professional, and courteous manner via phone, email, chat, or social media.
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Resolve product or service problems by clarifying the customer’s issue, determining the cause, and providing the best solution.
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Accurately document all customer interactions using CRM or ticketing systems.
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Escalate unresolved issues to the appropriate departments or supervisors.
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Follow up with customers to ensure full resolution of issues and satisfaction.
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Maintain up-to-date knowledge of company products, services, policies, and procedures.
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Meet individual and team performance targets including quality, speed, and customer satisfaction.
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Work collaboratively with other team members to achieve team goals and support a positive work environment.
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Adhere to all company policies and compliance standards.
Process Improvement:
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Analyze and optimize operational processes to identify areas for improvement and implement best practices.
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Coordinate with other departments, to ensure a seamless process flow.
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Implement and oversee automation tools and technology solutions to streamline operations.
Compliance and Risk Management:
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Ensure all operations comply with industry regulations, corporate policies, and legal standards.
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Monitor and address any potential risks or operational issues, escalating as necessary to senior management.
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Maintain and update insurance-related documentation, including policy and claims records.
Skills Required:
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2+ years of experience in a customer service or contact center environment
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Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
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Strong analytical and problem-solving abilities.
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Excellent communication skills, both written and verbal.
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Proficiency in insurance management :software and MS Office Suite.
Qualifications:
Bachelor’s degree in any field.
